Socket Fiber is one of the fastest growing fiber internet providers in Missouri, Illinois, Arkansas and Tennessee and is dedicated to building and expanding high-speed fiber optic networks that connect communities. Socket Fiber is a company with more than 25 years of experience. We are committed to innovation, quality, and delivering exceptional service to our customers. Join our dynamic team and help shape the future of connectivity!
A Day in the Life
The Customer Service Manager is responsible for leading and developing the customer service team to deliver exceptional customer experience to residential and business fiber internet subscribers. This position oversees daily customer support operations, ensures service quality standards are met, resolves escalated customer issues, and implements strategies to improve customer satisfaction, retention, and operational efficiency.
The ideal candidate possesses strong leadership skills, knowledge of the telecommunications industry, and a passion for delivering outstanding customer service in a fast-paced environment.
What You’ll Do
Key responsibilities include:
Leadership & Team Management
Customer Experience
Operational Management
o Customer Satisfaction (CSAT)
o Net Promoter Score (NPS)
o First Call Resolution (FCR)
o Customer Retention
o Average Handle Time (AHT)
o Service Level Agreements (SLAs)
o Restoration/Damage Claim Ticket Resolution (Time to Restore)
Telecommunications & Fiber Service Support
Reporting & Continuous Improvement
What We’re Looking For
To be considered for this role, you'll need the following required qualifications:
What Will Help You Stand Out
Preferred Qualifications:
Key Performance Indicators (KPIs)
Desired Attributes
A successful Customer Service Manager consistently delivers exceptional customer experiences, develops a high-performing customer service team, improves customer retention, maintains strong departmental performance metrics, and collaborates effectively across the organization to support growth and operational excellence.
Why Join Socket Fiber?
At Socket Fiber, we're redefining what it means to connect communities. We share a mission-driven culture focused on bringing high-speed internet to areas that need it most. We're not just selling a service—we're providing access, opportunity, and real change. Socket Fiber offers a culture where employee strengths are highlighted and recognized.
A few of the key ways we strive to make employees feel valued include:
Our Core Values
Ready to Apply?
If you’re ready to make an impact and grow your career with Socket Fiber, we’d love to hear from you. Apply today!
This role is not eligible for Visa sponsorship.
This role is not eligible for relocation.
Salary and benefits commensurate with experience.
Equal Opportunity Employer.
This employer uses E-Verify.
In 1994, our founders saw a need for a local Missouri internet provider. They ignored some initial skepticism from friends and family – the internet was, after all “just a fad” - and started Socket, providing basic dial-up internet service out of a small office in Columbia.
Demand for internet access grew rapidly. By 1999, Socket had more than 30,000 customers and relocated to two office spaces on Cherry Street in downtown Columbia. (Those spaces are now Glenn's Cafe and studio apartments!)
As dial-up internet peaked, Socket looked to ways to keep its business moving forward. The company began offering high-speed internet and later became a CLEC (competitive local exchange carrier). With the expansion of business telephone and other advanced services, rapid growth ensued, and Socket was named one of the nation’s fastest growing companies by Inc. Magazine.
Socket continued to expand, moving in 2007 to an office on Clark Lane in Columbia. Residential telephone service and Naked DSL internet were introduced, resulting in more expansion.
Socket began work in 2011 on a brand new fiber-optic network to reach homes and businesses in rural Callaway County and Fulton. Socket has been expanding this fiber network ever since, now reaching several Missouri cities. Thousands of customers enjoy reliable, high-speed internet as a result.
Today, Socket employs approximately 200 people and is proud to be Missouri's local fiber internet provider, and we plan on bringing state-of-the-art technology and friendly, local support to as many homes and businesses as possible.
We look forward to serving you!
