Job Details

Nomad Internet Call Center Manager

This is a remote position.

Location: Remote (U.S.-based preferred)

Reports to: Chief Executive Officer

Type: Full-Time

Nomad Internet is the nation's largest wireless internet provider focused on serving rural homes, off-grid properties, RV travelers, and anyone underserved by traditional ISPs. We combine cutting-edge fixed wireless technology with responsive, real-human support to deliver connectivity where others don't. As we grow, we're looking for a driven Call Center Manager to help us scale our support experience while keeping it grounded, personal, and efficient.

Role Overview:

The Call Center Manager will lead Nomad Internet's customer support operations, overseeing both internal support staff and coordination with our third-party call center partner. This role is critical to maintaining service quality, increasing support efficiency, and delivering a seamless, brand-aligned experience across all touchpoints.

Key Responsibilities:

• Lead, mentor, and support the internal customer support team (live chat, phone, email, ticketing)
• Manage the day-to-day relationship and performance of our third-party call center (TTEC or equivalent), including alignment on KPIs, training quality, and coverage expectations
• Develop and implement support workflows that reduce response times and increase first-contact resolution
• Identify inefficiencies or process gaps and drive continuous improvement across all channels
• Oversee training programs, ensuring internal and external reps are well-equipped to handle Nomad's core support needs, including billing, activation, tech troubleshooting, and retention
• Analyze and report on support metrics, customer satisfaction trends, and staffing forecasts to executive leadership
• Collaborate with other departments (marketing, billing, fulfillment, tech) to improve customer experience and resolve systemic issues
• Participate in strategy conversations to scale customer service in tandem with growth.

What Success Looks Like:

• Internal and third-party teams are aligned and operating as one
• Support is fast, human, and consistent with Nomad's brand voice
• Call/chat/ticket volumes are handled efficiently without sacrificing empathy
• Customers feel understood and supported, not just "handled"
• Executive team has real visibility into support performance and areas for growth

Requirements:

Qualifications:

• 5+ years in a customer service management or call center leadership role
• Experience managing third-party contact centers or outsourced teams
• Strong understanding of call center metrics, quality assurance, and workforce optimization
• Excellent written and verbal communication skills; able to coach reps and present to leadership
• Calm under pressure with strong organizational skills and an eye for process improvement
• Tech-savvy, ideally with experience in systems like Zendesk, Freshdesk, Aircall, or similar
• Telecom or wireless industry experience is a plus