MGR CUSTOMER SERVICE

Description

Manager - Customer Service

Status: Full-Time/Exempt

Reports to: Chief Customer Officer

Pay Range: $70,000-$80,000 annually plus a 15% bonus based upon performance.

FastBridge Fiber is a modern fiber-optic internet service company providing ultra-fast and highly reliable service to homes and businesses, with our newly constructed all-fiber network. 

The network is built with today's customers in mind; customers with multiple connected devices demanding the fastest speed and highest reliability. Customers enjoy hassle-free pricing plans and attentive customer service with FastBridge Fiber, unlike those services offered by monopoly communications companies.

FastBridge Fiber is committed to hiring and investing in the local communities we serve. We embrace a philosophy that is built upon respect, trust, and flexibility.

FastBridge Fiber is supported by equity financing from Guggenheim Investments, and we are all committed and focused on rapidly growing our footprint!

About the Opportunity:

This position will be a critical part of the FastBridge Fiber team. The Manager of Customer Care is responsible for leading and developing the Tier 1 customer service team and overseeing the customer onboarding experience, including initial installations. This role ensures high levels of customer satisfaction by streamlining support operations, training staff, and collaborating cross-functionally with field teams and technical support to resolve customer needs efficiently and professionally.

Duties and Responsibilities

• Team Leadership & Operations
• Manage and mentor Tier 1 support staff, including scheduling, performance reviews, coaching, and career development.
• Ensure the team meets KPIs such as first call resolution, CSAT, call response times, and ticket handling.
• Implement and enforce customer care procedures and escalation protocols.

• Customer Experience & Onboarding
• Oversee the customer onboarding experience, ensuring smooth coordination between sales, dispatch, and field installation teams.
• Monitor installation scheduling and completion to ensure timely service delivery and customer satisfaction.
• Resolve escalated customer concerns related to installations or initial setup.

• Process Improvement & Systems
• Analyze customer service data to identify trends and drive process improvements.
• Collaborate with technical teams to address service-related issues impacting customer experience.
• Help define knowledge base articles and training materials for Tier 1 agents.

• Cross-Functional Collaboration
• Work closely with field operations, dispatch, sales, and NOC teams to ensure alignment across the customer lifecycle.
• Coordinate with marketing or retention teams to address customer feedback or service issues impacting brand perception.
• Performs other related duties as assigned.

Requirements

• 3–5 years of experience in customer service leadership, preferably in telecom, fiber internet, or another high-growth tech industry.
• Strong understanding of fiber internet services and customer installation workflows.
• Experience with customer service platforms (e.g., Zendesk, Salesforce Service Cloud).
• Proven ability to lead a high-performing team and manage KPIs.
• Excellent problem-solving, communication, and organizational skills. Please note, the duties and responsibilities are not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.
• Duties, responsibilities, and activities may change at any time with or without notice. 

Education and Experience:

• Bachelor’s degree or equivalent combination of experience, education, and training preferred.
• High School Diploma required.
• Minimum of 5 years of customer service experience and two years in a supervisory role
• Experience with handling residential customer services is a plus

Want to know more about what we stand for? At FastBridge Fiber we care about narrowing the digital divide and supporting fairness and equality.

We also know that diversity drives innovation. We are committed to inclusion across race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status. We celebrate multiple approaches and diverse points of view.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.

Learn more at: fastbridgefiber.com