Customer Service Manager
Socket.dev
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Benefits offered by this job
Job summary
Socket Fiber is seeking a Customer Service Manager to lead and develop a high-performing team serving residential and business fiber subscribers. You will oversee daily support operations, ensure service quality, resolve escalated issues, and implement improvements to satisfaction and retention.
The role requires strong leadership, telecom industry knowledge, and a passion for delivering outstanding customer service in a fast-paced environment.
Qualifications
- Strong leadership, coaching, and team-building skills.
- Excellent verbal and written communication abilities.
- Strong problem-solving and conflict-resolution skills.
- Knowledge of customer service best practices and performance management.
- Familiarity with CRM systems, call center software, and reporting tools.
- Ability to analyze performance metrics and implement improvement strategies.
- Strong organizational and time management skills.
Responsibilities
- Lead, coach, and develop a team of customer service representatives and supervisors.
- Establish performance goals and KPIs for the department.
- Conduct regular performance evaluations and coaching sessions.
- Foster a positive, customer-focused culture with accountability and continuous improvement.
- Utilize QueSee software to manage customer experience and process development.
- Oversee daily operations and workflow management; track departmental metrics (CSAT, NPS, FCR, Retention, AHT, SLAs).
- Collaborate with technical support, network operations, sales, construction, and field service teams to resolve issues.
- Identify process improvements to increase productivity and reduce customer effort.
- Maintain knowledge of fiber products, installation processes, billing, and network-related issues.
Skills
Tools
Job description
Socket Fiber is one of the fastest growing fiber internet providers in Missouri, Illinois, Arkansas and Tennessee and is dedicated to building and expanding high-speed fiber optic networks that connect communities. Socket Fiber is a company with more than 25 years of experience. We are committed to innovation, quality, and delivering exceptional service to our customers. Join our dynamic team and help shape the future of connectivity!
The Customer Service Manager is responsible for leading and developing the customer service team to deliver exceptional customer experience to residential and business fiber internet subscribers. This position oversees daily customer support operations, ensures service quality standards are met, resolves escalated customer issues, and implements strategies to improve customer satisfaction, retention, and operational efficiency.
The ideal candidate possesses strong leadership skills, knowledge of the telecommunications industry, and a passion for delivering outstanding customer service in a fast-paced environment.
Key responsibilities include:
- Lead, coach, and develop a team of customer service representatives and supervisors.
- Establish performance goals and key performance indicators (KPIs) for the customer service department.
- Conduct regular performance evaluations, coaching sessions, and employee development activities.
- Foster a positive, customer-focused culture emphasizing accountability and continuous improvement.
- Utilize QueSee software to manage customer experience and process development
- Ensure timely and professional handling of customer inquiries via phone, email, chat, and social media.
- Monitor customer interactions to maintain high service quality standards.
- Resolve escalated customer complaints and complex service issues.
- Develop and implement customer satisfaction improvement initiatives.
- Analyze customer feedback and identify opportunities to enhance the customer experience.
- Oversee daily customer service operations and workflow management.
- Track and report on departmental metrics, including:
Customer Satisfaction (CSAT)
Net Promoter Score (NPS)
First Call Resolution (FCR)
Customer Retention
Average Handle Time (AHT)
Service Level Agreements (SLAs)
Restoration/Damage Claim Ticket Resolution (Time to Restore)
- Create and maintain customer service policies, procedures, and training materials.
- Collaborate with technical support, network operations, sales, construction and field service teams to resolve customer issues efficiently.
- Identify process improvements that increase productivity and reduce customer effort.
- Maintain knowledge of fiber internet products, service plans, installation processes, billing practices, and network-related issues.
- Support customer communications regarding outages, service interruptions, maintenance activities, and service enhancements.
- Work closely with network and field operations teams to coordinate customer communications during service-impacting events.
- Ensure compliance with company policies and telecommunications industry standards.
- Prepare and present regular departmental performance reports to leadership.
- Analyze trends in customer contacts, service issues, and team performance.
- Recommend technology, training, and process improvements that enhance customer satisfaction and operational efficiency.
- Assist with implementation of customer service platforms, CRM systems, and quality assurance programs.
To be considered for this role, you'll need the following required qualifications:
- Strong leadership, coaching, and team-building skills.
- Excellent verbal and written communication abilities.
- Strong problem-solving and conflict-resolution skills.
- Knowledge of customer service best practices and performance management.
- Familiarity with CRM systems, call center software, and reporting tools.
- Ability to analyze performance metrics and implement improvement strategies.
- Strong organizational and time management skills.
- Proficiency with Microsoft Office 365 applications.
- Ability to sit for extended periods while working at a computer.
- Occasional travel to company offices, training events, or community functions.
- Ability to perform duties in a standard office environment.
Preferred Qualifications:
- 5+ years of customer service experience.
- 3+ years of leadership or management experience.
- Experience in telecommunications, internet service providers (ISP), fiber broadband, cable, or related industries preferred.
- Experience managing customer support teams in a fast-paced environment.
- Customer Satisfaction (CSAT)
- Net Promoter Score (NPS)
- Customer Retention Rate
- First Contact Resolution (FCR)
- Service Delivery Indicators
- Service Level Achievement
- Employee Engagement and Retention
- Escalation Resolution Rate
A successful Customer Service Manager consistently delivers exceptional customer experiences, develops a high-performing customer service team, improves customer retention, maintains strong departmental performance metrics, and collaborates effectively across the organization to support growth and operational excellence.
At Socket Fiber, we're redefining what it means to connect communities. We share a mission-driven culture focused on bringing high-speed internet to areas that need it most. We're not just selling a service—we're providing access, opportunity, and real change. Socket Fiber offers a culture where employee strengths are highlighted and recognized.
A few of the key ways we strive to make employees feel valued include:
- Competitive pay + bonus potential or performance-based commission
- Medical, dental, vision, life, and 401k with match
- Free coaching/counseling for employees & families
- Free fiber service (if available in your area)
- Tuition reimbursement for personal and professional growth
- Community engagement opportunities
- Culture that values results, effort, and integrity
- Respect: Toward all customers, communities, property, and coworkers.
- Advocacy: In-person, online, or by phone—we go beyond support to serve as customer advocates.
- Transparency: In our commitments, service experiences, and business relationships.
- Progress: Growth is proof of our dedication to improving lives and communities.
- Winning: Every conversation is a chance to gain a customer for life.
This role is not eligible for Visa sponsorship.
This role is not eligible for relocation.
Salary and benefits commensurate with experience.
Equal Opportunity Employer.
This employer uses E-Verify.
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