Call Center Manager

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 :

Requirements : Qualifications :