Manager of Customer Success

Gateway Fiber•O’Fallon, MO

30d•Onsite

About The Position

Gateway Fiber is seeking an outstanding individual to fill the role of Manager of Customer Success. Gateway is creating a leading, national fiber-to-the-home platform. With the support of its financial sponsor CBRE Investment Management, Gateway plans to reach 500,000 homes and businesses with its service over the next several years. Gateway provides faster, more reliable internet with a simple pricing model and industry-leading customer service. Gateway’s Beliefs About People: Gateway believes that people want to know they are cared for both professionally and personally at work. We need a clear vision of where the company is going and how we can contribute to it. At Gateway, we look out for each other and actively find ways to help one another. We all have a role in defining the path forward towards the company's vision. We strive for a transparent environment where information is readily shared and our teams feel safe to share feedback, even if it might seem unpopular. Someone in the right role with the tools to succeed can operate autonomously to meet their objectives. Gateway's beliefs about people shape the company and the way we do business. Expected Outcomes and Requirements: Our belief in exceptional customer service is not simply a slogan we use to differentiate ourselves; it is a fundamental pillar of our business model. We are seeking a Manager of Customer Success to further build out our customer success team across our current footprint and into our planned national footprint. If you're excited to be part of a growing company and to author the success story for our exceptional customer service business pillar, this position is for you.

Requirements

Proven experience leading a contact center team, including managing through team leads or supervisors, with a track record of delivering exceptional customer service.
Ability to use data, especially contact center data, to track progress and identify opportunities for improvement.
Excellent verbal and written communication skills.
Complex problem-solving skills.
Good organizational skills & ability to multi-task.
Strong follow-up skills, accuracy, and attention to detail.
Proficiency (MS Office-Word, Excel, Outlook).
Bachelor’s degree in Business or equivalent industry experience.
Ability to work independently and make sound decisions.

Responsibilities

Lead a growing Customer Success team currently structured with two team leads who manage the frontline customer service representatives, while cultivating a positive, customer-centric culture.
Coach and develop a high performing team by providing clear expectations, conducting regular 1:1 meetings, and offering ongoing feedback to support growth and accountability.
Foster and sustain an environment of collaboration, customer centricity, and continuous improvement.
Be the internal champion for our customers by communicating customer feedback throughout the organization.
Create structure and formalize processes across the team, including documented standard responses and quick-reference guides, to drive consistent, high-quality service as the team scales.
Own the customer service loop through all channels (phone, email, live-chat, etc.).
Develop, implement and utilize best-practices to enhance and solidify Gateway Fiber’s customer experience and prepare it for future growth.
Create effective onboarding and training processes for new customer service team members.
Sustain and improve customer service quality assurance program, ensuring the team and individuals are all exceeding Gateway’s quality goals.
Own the team’s impact on Gateway’s Net Promoter Score (NPS) by regularly reviewing customer feedback, identifying the root causes behind detractor responses, closing the loop with customers, and partnering across the organization to drive lasting improvement.
Ensure the customer service team is meeting or exceeding all KPIs and identify new KPIs where needed to drive continuous improvement.