Customer Service Manager

PRIMARY PURPOSE

The Customer Service Manager leads and supervises Customer Service and Technical Service Representatives to ensure high-quality customer service, effective technical support, and reliable fiber internet service delivery. This position combines strong leadership with advanced technical aptitude in fiber optic internet systems, troubleshooting and customer support. The role provides coaching, guidance and oversight to ensure consistent application of company policies, procedures, and service standards, while supporting customer satisfaction and operational excellence.

Supervision of Customer and Technical Support Representatives (60%)

• Supervises Customer Service and Technical Support Representatives including, planning, scheduling, delegating, training, coaching, performance evaluation, and discipline as appropriate.
• Ensures company policies, procedures, and customer service standards are applied consistently and fairly.
• Communicates Beacon Broadband’s mission, strategic goals, and customer service expectations to staff.
• Provides leadership in complex or non-routine customer and technical situations; personally resolves the most sensitive or advanced issues as needed.
• Encourages collaboration, constructive conflict resolution, and continuous improvement in workflows and service delivery.
• Develops recommendations for departmental process improvements to increase efficiency, first call resolution, and customer satisfaction.
• Schedules staff to ensure adequate coverage and coordinates escalations with the Network Operations Center (NOC) and Outside Plant teams.
• Reviews ticketing data and service metrics to identify trends, performance gaps and improvement opportunities.
• Participates in cross-functional projects and initiatives with Operations and NOC teams.

Technical Troubleshooting & Support (30%)

• Troubleshoots fiber internet service issues including ONTs (Optical Network Terminals), Wi‑Fi routers, fiber connectivity, network performance, outages and customer premise equipment.
• Utilizes technical tools and systems (including SMX, Calix, GLDS, ISPN, and network monitoring platforms) to diagnose and resolve issues.
• Escalates advanced technical problems when appropriate, providing clear documentation of troubleshooting steps taken.
• Maintains advanced working knowledge of Beacon Broadband's fiber network infrastructure, service offerings, and technical specifications.
• Develops and maintains technical documentation, troubleshooting guides, and knowledge base resources.
• Conducts quality assurance reviews to ensure proper troubleshooting procedures and customer service standards are followed.

Communication & Coordination (10%)

• Coordinates with Network Operations Center on outages, maintenance, and network‑impacting events requiring customer communication.
• Represents the customer service and technical support perspective in cross‑departmental meetings.
• Assists with customer communications related to service issues, outages, and maintenance notifications.
• Participates in community events as needed to represent Beacon Broadband.
• Other duties.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

• Technical capacity and troubleshooting skills
• Customer focus
• Communication proficiency
• Leadership and coaching
• Problem‑solving and critical thinking
• Teamwork orientation
• Performance management
• Results driven

This job operates in a professional office environment. This role routinely uses standard office equipment.

This is a largely sedentary role, with occasional handling of office materials or supplies weighing up to 50 pounds.

This is a full‑time exempt position and typical work hours are Monday through Friday, 9:00 AM to 5:00 PM. Flexibility is…