Customer Service Manager

Responsibilities

• Oversee and guide customer service operations, ensuring efficient resolution of escalated issues, maintaining high customer satisfaction, and fostering team development and performance.
• Lead, coach, and support a team of employees responsible for provisioning and configuring business services and network solutions.
• Provide oversight and direction on complex, specialized, and high-impact technical issues to ensure timely and effective resolution.
• Monitor workload, performance, service delivery metrics, and team priorities to ensure operational objectives are met.
• Serve as a primary escalation point for employees, internal partners, external stakeholders, and customers as needed.
• Coordinate across multiple internal and external teams to remove barriers, align priorities, and drive tasks and projects to completion.
• Review, analyze, and track technical problems, trends, and root causes to support continuous improvement.

• Proven leadership or supervisory experience, preferably in technical support, service provisioning, network configuration, or a related operational environment.
• Strong ability to lead teams, coach employees, manage performance, and support employee development.
• Demonstrated experience resolving or overseeing complex technical issues and escalations.
• Excellent communication, coordination, and stakeholder management skills.
• Experience working with cross-functional teams to drive timely resolution of tasks, projects, and customer-impacting issues.
• Strong organizational, analytical, problem-solving, and multitasking abilities.
• Ability to maintain professionalism, accountability, and sound judgment while managing competing priorities.