Manager, Customer Service

Lyte Fiber LLC; Houston (TX); Vor Ort; USD 90.000 - 120.000; Vollzeit

Benefits dieser Stelle

Equal opportunity employer

Zusammenfassung

Lyte Fiber, LLC seeks an experienced, hands-on Customer Service Manager to lead our call center and customer operations in Houston. The role drives day-to-day floor performance, coaching, and rapid decision-making to ensure reliable service levels.

The ideal candidate will mature the operation with strong QA, performance management, and cross-functional partnership with IT, Sales, Billing, and Retention. A customer-centric mindset and measurable service improvement track record are essential.

Qualifikationen

• Bachelor's degree in Business Administration, Communications, or equivalent.
• Minimum of 5 years in a customer service or call center management role.
• Proven track record leading an existing contact-center floor (coaching, QA, workforce discipline).
• Experience standing up or maturing processes, metrics, and supervisor layers.

Aufgaben

• Lead, mentor, and hold accountable the customer service team, own hiring, onboarding, and performance management.
• Be a present, working floor leader: coach in real time, support escalations, and model an “I own it” standard.
• Build and sustain a coaching culture using structured observation, QA scorecards, and SMART coaching plans.
• Own workforce basics: schedule adherence, staffing coverage, break/lunch discipline, and day-of floor management.
• Establish and track KPIs and quality metrics; report results and drive corrective action.
• Partner with IT and vendors on contact-center platforms, CRM/ticketing, and reporting.
• Design and deliver ongoing training on products, systems, soft skills, and quality expectations.

Kenntnisse

Leadership

Coaching

QA program

Workforce mgmt

KPI tracking

CRM tools

Microsoft Office

Ausbildung

Bachelor's degree in Business Administration, Communications, or equivalent

Tools

CRM systems

Microsoft Office

Jobbeschreibung

Position Description:Lyte Fiber, LLC (“Lyte”) is seeking an experienced, hands-on Customer Service Manager to lead our call center and customer operations. This role owns day-to-day floor performance across a multi-queue contact center. The manager will mature an existing operation, strengthen coaching and engagement, protect schedule adherence and service levels, and partner across the business on people-and-process transition work. The ideal candidate is a working leader who is visible on the floor, comfortable making decisions quickly, and committed to reliable, measurable customer experience.Duties and Responsibilities:• Lead, mentor, and hold accountable the customer service team, own hiring, onboarding, and performance management.• Be a present, working floor leader: coach in real time, support escalations, and model an “I own it” standard for timely, professional resolution.• Build and sustain a coaching culture using structured observation, QA scorecards, and SMART coaching plans.• Develop Supervisors, Team Leads and coaches who can support a multi-queue agent work.• Own workforce basics: schedule adherence, staffing coverage, break/lunch discipline, and day-of floor management so service levels stay predictable.• Establish and track KPIs and quality metrics (e.g., service level, handle time, first-contact resolution, quality scores, schedule adherence, CSAT/complaint trends); report results and drive corrective action.• Implement and continuously improve customer service policies, procedures, and escalation paths across phone and other channels (email, chat, text, social as applicable).• Partner with IT and vendors on contact-center platforms, CRM/ticketing, and reporting so tools match how the floor actually works.• Design and deliver ongoing training on products, systems, soft skills, and quality expectations; keep materials current as offers and processes change.• Use customer feedback, QA findings, and operational data to spot recurring issues early and fix root causes before they scale.• Lead through change during acquisition / TSA people-and-process transition: clear expectations, consistent communication, and steady engagement without over-promising on org or pay decisions outside your authority.• Collaborate with Sales, Network/Construction, Billing, and Retention partners so frontline teams have accurate information and clean handoffs.• Foster a positive, customer-focused culture that balances empathy with accountability and rebuilds trust through consistency.• Support hiring and ramp of multi-skilled agents, Team Leads, and Supervisor as the operating model matures.• Analyze data to identify trends and areas for improvement.Other Duties:Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.About Lyte FiberEstablished in 2023 and headquartered in Houston, TX, Lyte Fiber, LLC (“Lyte”) is dedicated to bringing the fastest, most reliable home and business fiber optic internet to Texas and beyond. Formed in partnership with SDC Capital Partners, a leading digital infrastructure investment firm, Lyte was started by internet industry veterans who are passionate about providing a best-in-class customer experience, building a company where great employees want to work and connecting Texas communities. As part of our commitment to each community we serve, Lyte pledges a 1% giveback to local charities and causes annually.Lyte Fiber, LLC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy and sexual orientation), gender identity, national origin or ancestry, citizenship, ethnicity, genetic information, age, or protected veteran status and will not be discriminated against on the basis of physical or mental disability or any other characteristic protected by federal or Texas law.Applicants who believe they need an accommodation on account of a disability or sincerely held religious belief to perform the essential functions of the job they are applying for, should submit those requests to HR. Requests will be evaluated on a case-by-case basis and cannot be guaranteed.Minimum Qualifications:Bachelor’s degree in Business Administration, Communications, or equivalent experience preferred.Minimum of 5 years in a customer service or call center management role; telecommunications, ISP/fiber, or utility experience strongly preferred.Proven experience leading an existing contact-center floor (coaching, QA, workforce/schedule discipline, and performance management) — not only strategy or project work.Experience standing up or maturing processes, metrics, and Team Lead / supervisor layers in a growing or transitioning operation highly desirable.Strong written and verbal communication; able to set clear expectations with agents, peers, and senior leaders.Proficiency with Microsoft Office and modern CRM / contact-center / QA tools.Comfortable making timely decisions under volume and ambiguity.Customer-centric mindset with a track record of measurable service improvement.Ability to thrive in a fast-paced environment and adapt priorities during organizational change.Preferred / Differentiating ExperienceBuilt or upgraded a coaching and QA program (scorecards, calibration, SMART action plans).Workforce management fundamentals (forecasting familiarity, adherence, real-time management).Physical Demands and Work EnvironmentProlonged periods of sitting at a desk and working on a computerMust be able to lift up to 15 pounds at times