Customer Services & Experience Manager

Skywire Networks•New York, NY

2d•Onsite

About The Position

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.

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.
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.

Nice To Haves

Experience in the telecommunications industry, preferred

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.