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Manager, Customer Service

Lyte Fiber • Houston, TX, US • published 2026-10-07 09:03:19.732791

Description

Position Description: Lyte Fiber, LLC (“Lyte”) is seeking an experienced, hands\-on Customer Service Manager to lead our call center and customer operations. This role owns day\-to\-day floor performance across a multi\-queue contact center. The manager will mature an existing operation, strengthen coaching and engagement, protect schedule adherence and service levels, and partner across the business on people\-and\-process transition work. The ideal candidate is a working leader who is visible on the floor, comfortable making decisions quickly, and committed to reliable, measurable customer experience. Duties and Responsibilities: * Lead, mentor, and hold accountable the customer service team, own hiring, onboarding, and performance management. * Be a present, working floor leader: coach in real time, support escalations, and model an “I own it” standard for timely, professional resolution. * Build and sustain a coaching culture using structured observation, QA scorecards, and SMART coaching plans. * Develop Supervisors, Team Leads and coaches who can support a multi\-queue agent work. * Own workforce basics: schedule adherence, staffing coverage, break/lunch discipline, and day\-...

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