Customer Service Manager

AT&T

Overseeing customer service operations to ensure efficient resolution of escalated issues at AT&T. Fostering team development and maintaining high customer satisfaction in a fast-paced environment.

Posted 6/25/2026full-timeRichardson • Texas • 🇺🇸 United StatesMid-LevelSenior💰 $79,200 - $118,800 per yearWebsite

About the role

Key responsibilities & impact

Oversee and guide customer service operations, ensuring efficient resolution of escalated issues, maintaining high customer satisfaction, and fostering team development and performance.
Lead, coach, and support a team of employees responsible for provisioning and configuring business services and network solutions.
Provide oversight and direction on complex, specialized, and high-impact technical issues to ensure timely and effective resolution.
Monitor workload, performance, service delivery metrics, and team priorities to ensure operational objectives are met.
Serve as a primary escalation point for employees, internal partners, external stakeholders, and customers as needed.
Coordinate across multiple internal and external teams to remove barriers, align priorities, and drive tasks and projects to completion.
Review, analyze, and track technical problems, trends, and root causes to support continuous improvement.

Requirements

What you’ll need

Proven leadership or supervisory experience, preferably in technical support, service provisioning, network configuration, or a related operational environment.
Strong ability to lead teams, coach employees, manage performance, and support employee development.
Demonstrated experience resolving or overseeing complex technical issues and escalations.
Excellent communication, coordination, and stakeholder management skills.
Experience working with cross-functional teams to drive timely resolution of tasks, projects, and customer-impacting issues.
Strong organizational, analytical, problem-solving, and multitasking abilities.
Ability to maintain professionalism, accountability, and sound judgment while managing competing priorities.

Benefits

Comp & perks

Medical/Dental/Vision coverage
401(k) plan
Tuition reimbursement program
Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)
Paid Parental Leave
Paid Caregiver Leave
Additional sick leave beyond what state and local law require may be available but is unprotected
Adoption Reimbursement
Disability Benefits (short term and long term)
Life and Accidental Death Insurance
Supplemental benefit programs: critical illness/accident hospital indemnity/group legal
Employee Assistance Programs (EAP)
Extensive employee wellness programs
Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical supportservice provisioningnetwork configurationproblem-solvingperformance metricsescalation managementroot cause analysisservice deliverycontinuous improvement

Soft Skills

leadershipcoachingteam developmentcommunicationcoordinationstakeholder managementorganizational skillsanalytical skillsmultitaskingprofessionalism