Broadband Supervisor

Broadband Supervisor Department: CX Employment Type: Full Time Location: Dublin 18 Compensation: €45,000 / year Description We are seeking an experienced Tier 2 Broadband Supervisor to lead a small, skilled technical support team focused on delivering exceptional customer experience. In this role, you'll combine strong technical knowledge of broadband products and infrastructure with a passion for quality service and team excellence. You will oversee daily Tier 2 operations, ensuring complex broadband issues are resolved efficiently, processes are continuously improved, and customers receive reliable, high-quality support. Key Responsibilities Team Leadership & Support Lead, coach, and motivate a small team of Tier 2 broadband specialists. Oversee day-to-day operations, ensuring workload balance and high performance across technical support activities. Support a culture of accountability, collaboration, and continuous learning. Technical Expertise & Problem Resolution Provide advanced technical guidance and act as the escalation point for complex broadband faults and service issues. Ensure timely and effective resolution of incidents while maintaining a customer-first mindset. Work closely with internal teams and third-party vendors to troubleshoot and resolve service-impacting problems. Customer Experience & Quality Champion service excellence, ensuring all interactions deliver a positive and professional customer experience. Identify trends in customer issues and drive improvements to reduce repeat faults and escalations. Monitor quality metrics and implement best practices to enhance service reliability and customer satisfaction. Operational Performance & Reporting Track and report on key performance indicators, including resolution times, quality scores, and customer feedback. Contribute to process improvement initiatives, ensuring the team operates efficiently and in line with SLAs. Support knowledge management by maintaining accurate documentation and technical guides. Skills, Knowledge and Expertise Minimum 3 years' experience in a broadband support or Tier 2 technical role, with at least 2 years in a supervisory or lead capacity preferred. Strong technical knowledge of broadband product. Proven ability to troubleshoot complex connectivity and service issues. Demonstrated commitment to delivering excellent customer experience and service quality. Strong communication, coaching, and organisational skills. Ability to collaborate effectively across technical and customer support teams Benefits Competitive salary & bonus structure Pension Contribution Scheme PrepayPower Health Insurance Group Scheme Laya Healthcare TELUS Health Employee Assistance Programme (EAP) Great career progression opportunities in a growing company with strong market growth Fast-paced and friendly team environment Continual training and development Annual leave, increasing with service. PrepayPower Staff Tariff Modern offices with excellent facilities in Sandyford and the flexibility to work remotely Established CSR, Wellness, and Social Committees, and great social events. Refer a Friend Scheme Tax Saver Travel Tickets & Bike to Work Scheme To be considered for this role you will be redirected to and must complete the application process on our careers page. To start the process, click the Apply button below to Login/Register.