Apply on Employer Site

Skywire Networks · 1 day ago

Customer Services & Experience Manager

Brooklyn, NY

Full-time

Onsite

Senior Level

5+ years exp

Skywire Networks is a leader in the telecommunications industry seeking a dynamic Customer Service & Experience Manager to enhance customer service operations. This role involves leading a high-performing team, optimizing processes, and ensuring exceptional customer experiences through effective management and development of staff.

InternetISPWireless

Responsibilities

Oversee customer contacts, service order activity inquiries, selling, technical support and scheduling

Oversee and assist in all daily Customer Service operations and team, ensuring consistent execution of company standards and policies

Delegate tasks strategically while maintaining full accountability for departmental outcomes

Ensure adherence to requirements, shipping policies, and all relevant operational guidelines

Manage and monitor portal systems to ensure accuracy and timeliness of all orders and communications

Evaluate existing departmental processes, identifying inefficiencies and opportunities for improvement

Lead the development and implementation of new workflows and best practices that enhance productivity, accuracy, and customer satisfaction

Analyze call center data and prepare reports for upper management

Establish and track key performance indicators (KPIs) to monitor departmental effectiveness and proactively address performance gaps

Drive root-cause analysis and corrective action for recurring issues to ensure long-term resolution

Partner with leadership to recommend, pilot, and execute process improvement initiatives that align with companywide strategic objectives

Handle escalated customer matters with professionalism, urgency, and empathy—ensuring thorough resolution and follow-up

Serve as the escalation point for the Customer Service team, guiding them in effective communication and solution-oriented problem-solving

Build and maintain strong relationships with key customers, trading partners, and internal stakeholders

Champion a customer-first mindset across the team, reinforcing responsiveness, accuracy, and accountability

Hire and onboard new customer service employees, including training and motivating agents to meet performance goals

Lead, mentor, and develop the Customer Service team across both facilities, cultivating a unified, high-performance culture

Workforce management duties, including scheduling and shift coordination of Customer Service Representatives and Team Leaders

Provide hands-on mentorship to the department’s current supervisor, strengthening leadership capability and operational confidence

Conduct regular one-on-one meetings, team check-ins, and performance evaluations to drive accountability and engagement

Identify skill gaps and design targeted training and coaching initiatives to upskill the team rapidly and sustainably

Foster a culture rooted in professionalism, ownership, and continuous learning

Qualification

Customer Service ManagementProcess ImprovementTelecommunications KnowledgeMicrosoft OfficeCRM System ExperienceAnalytical ThinkingLeadership SkillsCommunication SkillsProblem-Solving AbilityOrganizational Skills