Customer Service Manager

Lyte Fiber, LLC (“Lyte”) is seeking an experienced and dynamic professional to fill the role of Customer Service Manager and lead our customer service operations. The ideal candidate is passionate and dedicated to providing exceptional customer service that is reliable, consistent and measurable. We are looking for a candidate who can demonstrate strong and capable leadership qualities with an ability to resolve all types of customer inquiries, ensuring their needs are met, and their issues are resolved in a timely and professional manner. The customer service manager will need to build and develop a customer service team from scratch, as well as the internal processes, and system setup with a minimal team underneath to support initially.  This individual should feel comfortable working in a fast-paced environment committed to ensuring we provide exceptional service to our growing customer base.

Duties and Responsibilities:

• Build, lead, and mentor a customer service team, including hiring, training, and performance management.
•  Implement best practices and establish measurable customer satisfaction goals.
• Foster a positive, customer-focused culture with the team that takes an “I own it” attitude to ensure timely resolution of the request or issue.
• Respond to general customer service questions such as billing, product inquiries, service issues, and provide support to address construction or restoration concerns from the community.
• Implement processes to collect and analyze customer feedback for continuous improvement.
• Maintain a proactive approach to identify and resolve potential service issues before they impact customers.
• Establish and implement customer service policies and procedures.
• Select and implement customer service software solutions, including contact centers/phone  systems, ticketing and communication platforms.
• Address customer needs across multiple channels, including phone, email, chat, text messaging, and social media. Implement omni channel best practices.
• Identify opportunities to leverage technology for improving customer service efficiency and effectiveness and work closely with IT to ensure all systems are operational and meet the needs of the customer service team.
• Develop training programs to ensure team members have the necessary skills and knowledge.
• Conduct regular training sessions to keep the team updated on new products, services, and customer service best practices.
• Encourage continuous learning and professional development within the team.
• Track and report on key performance indicators (KPIs) and customer service metrics.
• Analyze data to identify trends and areas for improvement.
• Prepare regular KPI reports, highlighting performance and recommending actions 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.

Minimum Qualifications:

·       Bachelor’s degree in business administration, Communications, or equivalent

·       Minimum of 5 years of experience in a customer service management role, preferably within telecommunications or hospitality industry

·       Experience in setting up and managing customer service operations from scratch is highly desirable.

·       Excellent communication and interpersonal skills.

·       Proficiency in using Microsoft Office, customer service software and CRM systems.

·       Strong problem-solving skills and the ability to make decisions quickly and effectively.

·       Customer-centric mindset with a commitment to delivering outstanding service.

·       Ability to thrive in a fast-paced, startup environment and adapt to changing priorities.

Physical Demands and Work Environment

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift up to 15 pounds at times

About Lyte Fiber

Established 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 Texans. 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 will make an annual contribution of 1% of all revenues to local charities.

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.