Customer Service Manager

Jobtailor; Richardson (TX); On-site; USD 70,000 - 100,000; Full time

Job summary

Jobtailor in Richardson, TX seeks an experienced Operations Supervisor to lead customer service operations and a team handling provisioning and configuration of business services and network solutions.

The role requires guiding escalations, monitoring performance metrics, and coordinating with multiple teams to ensure timely, accurate resolutions and ongoing improvements in service delivery.

Qualifications

• Proven leadership or supervisory experience in a technical support/operational environment.
• Ability to lead teams, coach employees, manage performance, and develop personnel.
• 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 resolutions.
• Strong organizational, analytical and multitasking abilities.
• Maintaining professionalism, accountability and sound judgment under pressure.

Responsibilities

• Oversee and guide customer service operations, ensuring efficient resolution of escalated issues and high customer satisfaction.
• Lead, coach, and support a team responsible for provisioning and configuring business services and network solutions.
• Provide oversight on complex technical issues to ensure timely resolution.
• Monitor workload, performance, and service delivery metrics to meet objectives.
• Serve as primary escalation point for employees, partners, stakeholders, and customers.
• Coordinate across internal and external teams to remove barriers and drive tasks to completion.
• Review and analyze technical problems, trends, and root causes to support continuous improvement.

Skills

Leadership

People Management

Escalation Management

Communication

Cross-functional Collaboration

Process Improvement

Analytical Thinking

Job description

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.

Requirements

• 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.