Customer Services & Experience Manager

Customer Services & Experience Manager

Join Skywire, a leader in the telecommunications industry. We are seeking a dynamic and self-motivated Customer Service & Experience Manager (CEM) to lead and elevate our customer service team. This leader will inspire excellence through initiative, integrity, and accountability — guiding a high-performing team that delivers exceptional results. The ideal candidate will take ownership of optimizing our customer service operations, enhancing processes, and developing people to deliver a world-class customer experience. This is a hands-on leadership role for someone who thrives on improvement, drives collaboration, and brings out the best in every team member.

The CEM serves as both a hands-on contributor and a leader who leads, inspires, and elevates the Customer Service Department by driving process excellence, ensuring timely and accurate resolution of all customer matters, and developing a high-performing, engaged team. This role demands a leader who can both execute and empower — someone with strong analytical thinking, a passion for improvement, and exceptional people skills to transform a team in need of upskilling and alignment. The CEM is responsible to monitor the performance of the Customer Service Representatives and Team Leaders to ensure a positive Customer experience and work cross functionally with operations, engineering, construction, and marketing teams.

Operational Management

• 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.

Process Improvement & Issue Resolution

• 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.

Customer & Partner Engagement

• 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.

Leadership & People Development

• 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.

Qualifications and Education Requirements

• Associate's degree required; Bachelor's degree preferred.
• Solid understanding of the telecommunications or subscription service industries, with insights into customer behavior and market trends.
• Minimum 5 years of experience in Customer Service or related field, with at least 2 years in a leadership capacity.
• Proficient with basic computer software and phone systems
• Strong proficiency in Microsoft Office (Word, Excel) and familiarity with ERP systems
• Proven success in process improvement, team development, and customer satisfaction.
• Experience with a CRM system and implementation
• Excellent organizational, multitasking, and decision-making skills in a fast-paced environment.

Required Skills

• Excellent communication skills; written and verbal.
• Positive, motivating leadership style with high emotional intelligence.
• Strong critical-thinking and problem-solving ability.
• Patient, professional, and resilient under pressure.
• High attention to detail and commitment to accuracy.
• Strategic mindset with a "can-do" approach to challenges.
• Experience in the telecommunications industry, preferred

Additional Notes: Must be authorized to work in the United States.

Benefits:

• Health insurance
• 401(k)
• Self-directed training plan
• Maternity & paternity leave
• Team values are a culture of growth, curiosity, and technical skills.