Description review
Call Center Manager
Nomad Internet · United States · back to the listing
HR standards
62/100
needs work
Title ↔ description
93/100
strong
Reads as
Unclear
no confident match
What this role officially is
customer service representative — ESCO, the EU occupation classification
Customer service representatives handle complaints and are responsible for maintaining overall goodwill between an organisation and its customers. They manage data regarding customer satisfaction and report it.
Also known as: customer complaints handler, customer feedback representative, customer experience manager, assistant customer service representative, graduate customer service representative, information office worker
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Startups
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What the listing never says
- 20 bullet points. Long requirement lists deter qualified candidates, who read them as hard gates. Scope clarity
- No pay range published. Candidates cannot tell whether applying is worth their time. Pay transparency
The listing, marked up
Nothing in the wording of this listing tripped a check. The scores above still judge how complete and coherent it is.
This is a remote position.
Location: Remote (U.S.-based preferred)
Reports to: Chief Executive Officer
Type: Full-Time
About Nomad Internet
Nomad Internet is the nation’s largest wireless internet provider focused on serving rural homes, off-grid properties, RV travelers, and anyone underserved by traditional ISPs. We combine cutting-edge fixed wireless technology with responsive, real-human support to deliver connectivity where others don’t. As we grow, we're looking for a driven Call Center Manager to help us scale our support experience while keeping it grounded, personal, and efficient.
Role OverviewThe Call Center Manager will lead Nomad Internet’s customer support operations, overseeing both internal support staff and coordination with our third-party call center partner. This role is critical to maintaining service quality, increasing support efficiency, and delivering a seamless, brand-aligned experience across all touchpoints.
Key Responsibilities
• Lead, mentor, and support the internal customer support team (live chat, phone, email, ticketing)
• Manage the day-to-day relationship and performance of our third-party call center (TTEC or equivalent), including alignment on KPIs, training quality, and coverage expectations
• Develop and implement support workflows that reduce response times and increase first-contact resolution
• Identify inefficiencies or process gaps and drive continuous improvement across all channels
• Oversee training programs, ensuring internal and external reps are well-equipped to handle Nomad’s core support needs, including billing, activation, tech troubleshooting, and retention
• Analyze and report on support metrics, customer satisfaction trends, and staffing forecasts to executive leadership
• Collaborate with other departments (marketing, billing, fulfillment, tech) to improve customer experience and resolve systemic issues
• Participate in strategy conversations to scale customer service in tandem with growth.
What Success Looks Like
• Internal and third-party teams are aligned and operating as one
• Support is fast, human, and consistent with Nomad’s brand voice
• Call/chat/ticket volumes are handled efficiently without sacrificing empathy
• Customers feel understood and supported, not just “handled”
• Executive team has real visibility into support performance and areas for growth
Requirements
Qualifications
• 5+ years in a customer service management or call center leadership role
• Experience managing third-party contact centers or outsourced teams
• Strong understanding of call center metrics, quality assurance, and workforce optimization
• Excellent written and verbal communication skills; able to coach reps and present to leadership
• Calm under pressure with strong organizational skills and an eye for process improvement
• Tech-savvy, ideally with experience in systems like Zendesk, Freshdesk, Aircall, or similar
• Telecom or wireless industry experience is a plus
Originally posted on Himalayas
Location: Remote (U.S.-based preferred)
Reports to: Chief Executive Officer
Type: Full-Time
About Nomad Internet
Nomad Internet is the nation’s largest wireless internet provider focused on serving rural homes, off-grid properties, RV travelers, and anyone underserved by traditional ISPs. We combine cutting-edge fixed wireless technology with responsive, real-human support to deliver connectivity where others don’t. As we grow, we're looking for a driven Call Center Manager to help us scale our support experience while keeping it grounded, personal, and efficient.
Role OverviewThe Call Center Manager will lead Nomad Internet’s customer support operations, overseeing both internal support staff and coordination with our third-party call center partner. This role is critical to maintaining service quality, increasing support efficiency, and delivering a seamless, brand-aligned experience across all touchpoints.
Key Responsibilities
• Lead, mentor, and support the internal customer support team (live chat, phone, email, ticketing)
• Manage the day-to-day relationship and performance of our third-party call center (TTEC or equivalent), including alignment on KPIs, training quality, and coverage expectations
• Develop and implement support workflows that reduce response times and increase first-contact resolution
• Identify inefficiencies or process gaps and drive continuous improvement across all channels
• Oversee training programs, ensuring internal and external reps are well-equipped to handle Nomad’s core support needs, including billing, activation, tech troubleshooting, and retention
• Analyze and report on support metrics, customer satisfaction trends, and staffing forecasts to executive leadership
• Collaborate with other departments (marketing, billing, fulfillment, tech) to improve customer experience and resolve systemic issues
• Participate in strategy conversations to scale customer service in tandem with growth.
What Success Looks Like
• Internal and third-party teams are aligned and operating as one
• Support is fast, human, and consistent with Nomad’s brand voice
• Call/chat/ticket volumes are handled efficiently without sacrificing empathy
• Customers feel understood and supported, not just “handled”
• Executive team has real visibility into support performance and areas for growth
Requirements
Qualifications
• 5+ years in a customer service management or call center leadership role
• Experience managing third-party contact centers or outsourced teams
• Strong understanding of call center metrics, quality assurance, and workforce optimization
• Excellent written and verbal communication skills; able to coach reps and present to leadership
• Calm under pressure with strong organizational skills and an eye for process improvement
• Tech-savvy, ideally with experience in systems like Zendesk, Freshdesk, Aircall, or similar
• Telecom or wireless industry experience is a plus
Originally posted on Himalayas