Customer Services & Manager

Skywire Networks — Customer Services & Experience Manager
Brooklyn, NY (On-site)

Join Skywire, a leader in the telecommunications industry. We are seeking a dynamic and self‑motivated Customer Service & Experience Manager (CEM) to lead and elevate our customer service team. This leader will inspire excellence through initiative, integrity, and accountability — guiding a high‑performing team that delivers exceptional results. The ideal candidate will take ownership of optimizing our customer service operations, enhancing processes, and developing people to deliver a world‑class customer experience.

This is a hands‑on leadership role for someone who thrives on improvement, drives collaboration, and brings out the best in every team member.

The CEM serves as both a hands‑on contributor and a leader who leads, inspires, and elevates the Customer Service Department by driving process excellence, ensuring timely and accurate resolution of all customer matters, and developing a high‑performing, engaged team. This role demands a leader who can both execute and empower — someone with strong analytical thinking, a passion for improvement, and exceptional people skills to transform a team in need of upskilling and alignment.

The CEM is responsible to monitor the performance of the Customer Service Representatives and Team Leaders to ensure a positive Customer experience and work cross functionally with operations, engineering, construction, and marketing teams.

• Oversee customer contacts, service order activity inquiries, selling, technical support and scheduling.
• Oversee and assist in all daily Customer Service operations and team, ensuring consistent execution of company standards and policies.
• Delegate tasks strategically while maintaining full accountability for departmental outcomes.
• Ensure adherence to requirements, shipping policies, and all relevant operational guidelines.
• Manage and monitor portal systems to ensure accuracy and timeliness of all orders and communications.

• Evaluate existing departmental processes, identifying inefficiencies and opportunities for improvement.
• Lead the development and implementation of new workflows and best practices that enhance productivity, accuracy, and customer satisfaction.
• Analyze call center data and prepare reports for upper management.
• Establish and track key performance indicators (KPIs) to monitor departmental effectiveness and proactively address performance gaps.
• Drive root‑cause analysis and corrective action for recurring issues to ensure long‑term resolution.
• Partner with leadership to recommend, pilot, and execute process improvement initiatives that align with company wide strategic objectives.

• Handle escalated customer matters with professionalism, urgency, and empathy—ensuring thorough resolution and follow‑up.
• Serve as the escalation point for the Customer Service team, guiding them in effective communication and solution‑oriented problem‑solving.
• Build and maintain strong relationships with key customers, trading partners, and internal stakeholders.
• Champion a customer‑first mindset across the team, reinforcing responsiveness, accuracy, and accountability.

• Hire and onboard new customer service employees, including training and motivating agents to meet performance goals.
• Lead, mentor, and develop the Customer Service team across both facilities, cultivating a unified, high‑performance culture.
• Workforce management duties, including scheduling and shift coordination of Customer Service Representatives and Team Leaders.
• Provide hands‑on mentorship to the department’s current supervisor, strengthening leadership capability and operational confidence.
• Conduct regular one‑on‑one meetings, team check‑ins, and performance evaluations to drive accountability and engagement.
• Identify skill gaps and design targeted training and coaching initiatives to upskill the team rapidly and sustainably.
• Foster a culture rooted in professionalism, ownership, and continuous learning.

• Associate’s degree required;
  Bachelor’s…