Customer Care Manager Job at Brightspeed (Charlotte)

Customer Care Manager

Brightspeed

Location:
United States , Charlotte

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

Brightspeed is looking for a driven, creative, experienced, and energetic leader to join our team and help support our life and safety customers. Operating in a highly cross-functional environment, the Customer Care Manager is influential and has an ability to make an immediate, significant impact on the business. You will focus on supporting and large revenue customer accounts. You will be the primary point of contact for all the customer technical, operational, and escalated issues. The Customer Care Manager is the single point of contact for strategic revenue customer accounts with complex product needs. In this position, you will proactively manage customers’ service needs ensuring the highest level of satisfaction, exceeding deliverables and timelines within the Customer Journey.

Job Responsibility:

Manage interactions from the order origination through revenue assurance
Promote revenue growth, retention, and overall client satisfaction
Provide support, coordination, and guidance on client and service delivery processes
Serve as the escalation point for customer inquiries and issues
Includes: order origination and validation, project management, service scheduling, technical customer account management, MACD handling, billing and revenue assurance
Communicates order status and governance via client facing communication
Meet learning, development and personal growth objectives to provide a superior customer experience
Deliver data and feedback to other internal organizations on chronic performance issues and recommendations
Provide Client Business Reviews on a recurring basis, no less than bi-annually
Support Service Assurance and Repair in Network Service Review (NSR) presentation to client
Initiate mitigation strategies to optimize customer solution delivery
Collaborate with Sales and Operations ecosystem to execute a connected Customer Journey (LBGUPS – Learn, Buy, Get, Use, Pay, Support)

Requirements:

Bachelor’s Degree and/or minimum of 10 years in the telecommunications industry
Must have customer facing experience in a similar role at a prior telecommunications company supporting large revenue Enterprise and Wholesale customer base
Executive level presence and able to communicate with client stakeholders
Extensive knowledge of TDM and IP based voice and data services
Must be able to work in a fast-paced environment, and work collaboratively with marketing, sales, and channel management colleagues to support revenue growth
Must have strong personal leadership skills and is a professional, responsive, and a good team player
Ability to work under pressure to tight deadlines
Strong customer focus and excellent attention to detail

What we offer:

competitive medical, dental, vision, and life insurance
employee assistance program
401K plan with company match
host of voluntary benefits

Additional Information:

Job Posted:
January 22, 2026

Employment Type:

Fulltime

Work Type:

Hybrid work

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