Customer Service Lead

Customer Service Lead sought to manage a 4-6 person team in a high-growth fiber provider. Responsibilities include coaching and developing a high-performing team, fostering a customer-centric culture, acting as the internal champion for customers, ensuring timely responses to requests, implementing best practices to enhance the customer experience, creating onboarding and training processes, sustaining a customer feedback loop to drive improvements, maintaining and improving the QA program, and helping achieve KPIs and a strong Net Promoter Score. Skills include excellent verbal and written communication, complex problem-solving, organization, multi-tasking, attention to detail, positive phone demeanor, and proficiency with MS Office (Word, Excel, Outlook). Requires a high school diploma or equivalent and the ability to work independently and make sound decisions.