Customer Service Team Lead

Position Description:Lyte Fiber, LLC (“Lyte”) is looking for an experienced customer care professional to join our team as a Customer Service Team Lead. This role sits between our Customer Service Representatives and our Customer Service Supervisor, and it is a working lead position: you will continue handling customer contacts while serving as the on-floor subject matter expert, the first point of escalation for tough contacts, and a coach who helps agents improve call quality, schedule adherence, and ownership. This individual should feel comfortable working in a fast-paced, start-up environment and take pride in raising the bar for the team around them every day.Duties and Responsibilities:Serve as the primary floor subject matter expert for customer contacts across billing, sales, technical support, retention, and general customer service.Take or assist with escalated calls and chats when agents need real-time help, modeling the correct resolution from start to finish.Monitor live queues and agent availability, helping keep service levels and schedule adherence on track throughout the shift.Conduct side-by-sides, call observations, and quick coaching huddles using Lyte’s QA scorecard and approved coaching processes.Support new-hire nesting and ongoing skill development so agents can confidently handle all contact types.Reinforce accurate CRM documentation, required disclosures, and policy-compliant offers, credits, and cancellations.Partner with the Supervisor on performance trends, save opportunities, defect patterns, and training gaps.Step in as the acting floor lead when the Supervisor is unavailable, within defined authority.Escalate system, process, and customer issues to the Supervisor with clear facts and supporting detail.Respond to general customer service questions such as billing, product inquiries, and service issues, and provide support to address construction or restoration concerns from the community.Maintain a proactive approach to identifying and resolving potential service issues before they impact customers.Maintain personal proficiency by handling a defined share of customer contacts alongside team lead duties.Other Duties:Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.About Lyte FiberFounded in 2023 in Houston, Texas, Lyte Fiber is dedicated to providing the fastest and most reliable home and business fiber optic internet to communities across Texas and beyond. Formed in partnership with SDC Capital Partners, a leading digital infrastructure investment firm, Lyte was started by internet industry veterans passionate about offering a best-in-class customer experience, building a great workplace, and connecting Texas communities. As part of its commitment to each community it serves, Lyte pledges a 1 percent giveback to local charities and causes annually. For more information, visit Fiber, LLC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy and sexual orientation), gender identity, national origin or ancestry, citizenship, ethnicity, genetic information, age, or protected veteran status and will not be discriminated against on the basis of physical or mental disability or any other characteristic protected by federal or Texas law.Applicants who believe they need an accommodation on account of a disability or sincerely held religious belief to perform the essential functions of the job they are applying for, should submit those requests to HR. Requests will be evaluated on a case-by-case basis and cannot be guaranteed.Minimum Qualifications:High school diploma or equivalent required; Associate’s or Bachelor’s degree preferred.Minimum of 2 years of experience in a call center, ISP, telecommunications, or similar high volume customer operations environment.Demonstrated subject matter expertise across multiple contact types (billing, technical support, and customer service at minimum; sales and retention experience strongly preferred).Experience coaching, mentoring, or informally supporting peers on the floor.Proven ability to deescalate difficult customers and resolve complex issues without inventing policy.Strong systems fluency, including CRM, billing, provisioning tools, knowledge base, and phone platform.Excellent verbal and written communication skills, with the ability to explain products, charges, and troubleshooting steps in plain language.High judgment and integrity when handling payments, credits, retention offers, and cancellations.Must be able to work flexible hours, including evenings and weekends.Physical Demands and Work EnvironmentAvailable to work a flexible 9 hour schedule, including a 1 hour lunch break, five days a week, anytime between 7:45 AM and 11:59 PM.Available to work 5 days a week between Monday to SaturdayAbility to sit for extended periods and work in front of a computer screen.Listen and talk to clients using headphones for extended periodsOccasional lifting of up to 15 pounds may be required. #J-18808-Ljbffr Priority Dispatch Corp.