Job Description
Be a strategic enterprise leader responsible for the orchestration of complex customer support operations across voice, chat, SMS, email, and case-based channels. As part of a centralized shared services team, you will play a pivotal function in resolving escalated customer and order issues that fall outside standard workflows serving as the critical recovery layer for all frontline contact center channels and customer touchpoints.
With deep operational insight and a strong grasp of omnichannel dynamics, you will drive process optimization, partners cross-functionally across the enterprise, and leverage data and Six Sigma methodologies to reduce friction and deliver measurable improvements to customer satisfaction, speed to resolution, and operational efficiency. You will be required to have the ability to navigate a matrixed organization, influence at all levels, and execute transformational initiatives.
About Brightspeed
Brightspeed provides fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.