Customer Service Manager

Customer Service Manager – Full-Time | Remote | U.S. Hours | Telecom Industry Only

Job Overview
We’re Prime One Net, a U.S.-based broadband infrastructure company. We’re looking for a seasoned Customer Service Manager with direct experience in the telecom industry—someone who has worked with or for companies like AT&T, Verizon, Spectrum, or other major telecom providers. This role requires someone who fully understands the telecom environment and doesn’t need to be told how to get the job done. If you're a self-starter who thrives in fast-paced environments and knows the ins and outs of CS operations in telecom, we want to meet you.

Responsibilities
Lead and manage a remote team of customer service reps based in the Philippines
Respond to escalated customer concerns promptly and professionally
Train, coach, and mentor the team to maintain high-quality service
Monitor team KPIs and ensure service SLAs are consistently met
Coordinate with operations and project teams to resolve field-related issues
Maintain organized, up-to-date records via ---------- and Notion
Manage customer communications across tools like Google Voice and Intercom
Deliver weekly performance updates and feedback reports

Must-Have Qualifications
2–3+ years of leadership experience in customer service within the telecom industry
Experience supporting or working at companies like AT&T, Verizon, Spectrum, Frontier, etc.
Proven ability to lead with minimal supervision and a proactive mindset
Excellent English communication (spoken and written)
Experience managing remote teams
Ability to work full-time during U.S. business hours (EST or CST preferred)
Fast, reliable internet and a quiet home office

Tools You’ll Use
Intercom
Google Voice
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Notion
Google Workspace (Docs, Sheets, Gmail, Drive)
VETRO (a plus)

Work Setup
Remote, full-time (40 hours/week)
U.S. business hours (Eastern or Central Time)

Salary & Perks
Competitive salary
Long-term opportunity with growth potential
Performance bonuses and regular check-ins
Collaborative, fast-moving international team

To Apply
Send your resume and a short cover letter explaining why you're a great fit for this telecom-specific role. Use the subject line:
???? “CSM Application – [Your Name]”
You may apply via OnlineJobs.ph.