Customer Service Operations Manager

This is a remote position.

Job Title: Customer Service Operations Manager

Location: Remote/US

Company Overview:

We started Nomad Internet because we believe that rural communities are special, but remote areas can be very challenging without access to reliable high-speed internet. If you have ever experienced living in a rural community, you can understand the struggles of poor internet quality. It can ruin your whole day to plan around the internet randomly “going out”.

Rural communities need access to High-Speed Internet just as much as urban folks do. But, they are often left out of the Internet conversation in America. Then, they are expected to be ok with 2nd class internet. The same internet that has been publicly funded over and over again without any improvements.

We felt it was time for a change! Over the last 4 years, with the help of rural communities around the country, we are now one of the largest rural internet providers in the country!

Nomad Internet provides the best wireless internet you can possibly experience. With our use of C-band spectrum and the Nomad Omega, Air and Raptor modems, most Nomad Internet customers experience speeds between 100-200mbs. Plus, the Nomad Air Travel option allows customers to take this internet anywhere they travel!

At Nomad Internet, we are the best in the world at one thing: Rural Internet. Our entire focus is bringing reliable, high-speed wifi to rural communities, and we want you to put us to the test.

Position Overview:

We are looking for a seasoned Customer Service Operations Manager with a background in the telecommunications industry, particularly with experience in internet service providers (ISP) or utilities. The ideal candidate will play a pivotal role in building and maintaining a high-performing customer service team that consistently exceeds customer expectations.

Responsibilities:

• Team Leadership:
  

• Train, and mentor a customer service team capable of delivering outstanding support.
  

• Foster a positive and collaborative team culture focused on achieving performance targets and customer satisfaction.
  

• Process Optimization:
  

• Develop and implement efficient customer service processes to enhance the overall customer experience.
  

• Identify areas for improvement and work cross-functionally to streamline workflows and resolve customer issues promptly.
  

• ISP/Utility Experience:
  

• Leverage past experience in the telecommunications industry, specifically with ISPs or utilities, to guide and enhance service delivery.
  

• Stay abreast of industry trends and best practices to ensure our customer service remains cutting-edge.
  

• Customer Relationship Management:
  

• Establish and maintain strong relationships with customers, addressing concerns and ensuring their needs are met effectively.
  

• Implement strategies to enhance customer satisfaction and loyalty.
  

• Performance Monitoring:
  

• Implement key performance indicators (KPIs) to measure and monitor the effectiveness of the customer service team.
  

• Analyze performance metrics and take corrective actions to achieve and exceed set targets.
  

Qualifications:

• Bachelor's degree in Business Administration, Telecommunications, or a related field.
  

• Proven experience as a Customer Service Manager in the telecommunications industry.
  

• Previous experience with ISPs or utilities is highly desirable.
  

• Strong leadership and team-building skills.
  

• Excellent communication and interpersonal abilities.
  

• In-depth knowledge of customer service principles and practices.
  

• Experience in building and maintaining customer service team