As a Customer Service (CS) Team Manager you will lead and develop a team of Customer Specialists responsible for managing and resolving highly complex escalations from residential and business customers. This role will be responsible for managing the team to provide complete solutions and analyzing escalation patterns to pinpoint and suggest process enhancements for implementation by the appropriate teams. As a customer experience champion, you will relentlessly drive improvements to elevate the customer experience, ensuring high team performance in productivity and achieving effective end-to-end resolution both internally and for customers. You must possess the ability to translate the results of these initiatives into compelling narratives, clearly articulating the significant impact and Return on Investment (ROI) your team delivers to the business. 

• Lead, mentor, and develop a team focused on investigating repeat call root causes and generating high-quality, actionable insights to improve customer resolution.
• Evaluate, refine, and champion the team's data-driven recommendations for process improvements, ensuring they strategically address key repeat call drivers and gain necessary approvals to drive change.
• Drive cross-functional collaboration and build strong partnerships (e.g., with local markets, various operations teams, training, QA and Engineering) to ensure team insights are understood, prioritized, and effectively implemented into action across the business.
• Define, monitor and manage team performance using KPIs focused on quality analysis, actionable insights, and repeat call reduction; provide updates on pending changes and outstanding action items.
• Calculate and report on the ROI and business impact derived from team initiatives; present these findings, strategic value, and future opportunities to leadership.
• Willingness to participate in an "On Call" rotation every 6 weeks, including nights, weekends, and holidays.

• 5 years of experience in Internet Service Provider (ISP) operations.
• 3 years of experience leading teams in a customer-facing environment, including coaching, developing, and managing performance.
• Experience supervising a team in a retention and call center environment, focusing on delivering exceptional customer service and retention efforts.

• Experience conducting data analysis, performance reviews, and process improvement initiatives resulting in actionable insights that lead to measurable outcomes.

• Experience with customer service best practices, escalation management processes, and relevant KPIs (e.g., SLAs).
• Ability to work non-standard working hours including nights, weekends, and holidays.

• 5 years of experience managing a team within an ISP (Internet Service Provider) or similar technical industry.
• Experience creating and implementing KPIs to measure productivity and effectiveness of offline teams.
• Experience implementing and driving process improvement initiatives within a customer service organization.
• Experience with data analysis tools and methodologies, including SQL for data extraction and extensive Google Sheets / Excel knowledge for data manipulation.
• Experience presenting performance data and improvement recommendations to leadership.
• Excellent communication (written and verbal), interpersonal, and conflict resolution skills.