Customer Support Manager, Carrier Services

Customer Support Manager, Carrier Services

Comcast Business offers a suite of connectivity, communications, networking, cybersecurity, wireless, and managed solutions to help global organizations of all sizes prepare for what's next. Powered by the nation's largest gig-speed broadband network and backed by 24/7 customer support, Comcast Business is the nation's largest technology provider to small businesses and one of the leading service providers to the enterprise market. Comcast Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services.

The Customer Support Manager, Carrier Services is responsible for development and implementation of sales support operations policies, procedures, and performance standards for the Carrier Services department. The Customer Support Manager drives operational excellence, enhances customer satisfaction, and supports the company's commitment to reliable, high-performance network services. This role encompasses management of Carrier accounts and the cross-functional alignment to support internal and external results. This is an individual contributor role that does not have direct responsibility for supervision or performance. Role will be hybrid (Mondays – Thursdays) at the Comcast Philadelphia Headquarters (1701 John F. Kennedy Blvd).

Core Responsibilities

• Designs and implements process improvements in partnerships with related departments to maximize resources and improve operational efficiencies.
• Serve as the primary point of contact for Carrier Ethernet customers, ensuring satisfaction and retention through proactive engagement and support.
• Act as a customer advocate, managing escalations and troubleshooting service-related issues to resolution.
• Collaborate with sales, engineering, and other cross-functional internal teams to support account strategies.
• Maintain accurate records of customer interactions, service performance, and account activities.
• Assists leadership in the identification, prioritization, planning development, coordination, support and execution of customer support and engagement.
• Maintains organization of operational metrics on a routine basis.
• Provides customer service leadership regarding all facets of customer contact and operations analysis.
• Consistent exercise of independent judgment and discretion in matters of significance.
• Manages own work priorities and acts as a resource for colleagues with less experience.
• Performs and works within basic project management parameters.
• Regular, consistent, and punctual attendance.
• Other duties and responsibilities as assigned.

Preferred Experience With The Following Tools/Systems:

• Salesforce
• Pramata
• SingleView On Demand
• Century
• BluePlanet
• Neustar
• Workday
• Microsoft Office Suite
• Serviceability Tools
• Sharepoint Reporting
• P2/Sphere

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
• Win as a team - make big things happen by working together and being open to new ideas.
• Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
• Drive results and growth.
• Support a culture of inclusion in how you work and lead.
• Do what's right for each other, our customers, investors and our communities.

Disclaimer: This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications. Comcast is an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.

Skills: Customer Experience (CX); Operational Metrics; Customer Care

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits to eligible employees.

Education: Bachelor's Degree

Relevant Work Experience: 5-7 Years

Job Family Group: Customer Service