Manager, Customer Service

# Manager, Customer Service Houston, TX 77055## Overview Position Type Full Time## Description Position

Description:

Lyte Fiber, LLC (“Lyte”) is seeking an experienced, hands-on Customer Service Manager to lead our call center and customer operations. This role owns day-to-day floor performance across a multi-queue contact center. The manager will mature an existing operation, strengthen coaching and engagement, protect schedule adherence and service levels, and partner across the business on people-and-process transition work. The ideal candidate is a working leader who is visible on the floor, comfortable making decisions quickly, and committed to reliable, measurable customer experience.

Duties and Responsibilities:

• Lead, mentor, and hold accountable the customer service team, own hiring, onboarding, and performance management.  
• Be a present, working floor leader: coach in real time, support escalations, and model an “I own it” standard for timely, professional resolution.  
• Build and sustain a coaching culture using structured observation, QA scorecards, and SMART coaching plans.  
• Develop Supervisors, Team Leads and coaches who can support a multi-queue agent work.  
• Own workforce basics: schedule adherence, staffing coverage, break/lunch discipline, and day-of floor management so service levels stay predictable.  
• Establish and track KPIs and quality metrics (e.g., service level, handle time, first-contact resolution, quality scores, schedule adherence, CSAT/complaint trends); report results and drive corrective action.  
• Implement and continuously improve customer service policies, procedures, and escalation paths across phone and other channels (email, chat, text, social as applicable).  
• Partner with IT and vendors on contact-center platforms, CRM/ticketing, and reporting so tools match how the floor actually works.  
• Design and deliver ongoing training on products, systems, soft skills, and quality expectations; keep materials current as offers and processes change.  
• Use customer feedback, QA findings, and operational data to spot recurring issues early and fix root causes before they scale.  
• Lead through change during acquisition / TSA people-and-process transition: clear expectations, consistent communication, and steady engagement without over-promising on org or pay decisions outside your authority.  
• Collaborate with Sales, Network/Construction, Billing, and Retention partners so frontline teams have accurate information and clean handoffs.  
• Foster a positive, customer-focused culture that balances empathy with accountability and rebuilds trust through consistency.  
• Support hiring and ramp of multi-skilled agents, Team Leads, and Supervisor as the operating model matures.  
• Analyze data to identify trends and areas for improvement.

Other Duties:  Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.
** About Lyte Fiber
** Established in 2023 and headquartered in Houston, TX, Lyte Fiber, LLC (“Lyte”) is dedicated to bringing the fastest, most reliable home and business fiber optic internet to Texas and beyond. Formed in partnership with SDC Capital Partners, a leading digital infrastructure investment firm, Lyte was started by internet industry veterans who are passionate about providing a best-in-class customer experience, building a company where great employees want to work and connecting Texas communities.

As part of our commitment to each community we serve, Lyte pledges a 1% giveback to local charities and causes annually.

Lyte Fiber, LLC is…