Job Description

Job Description

About Gateway:

Gateway Fiber is seeking an outstanding individual to fill our Director of Customer Success role. Gateway Fiber is a locally owned and operated internet service provider on a mission to positively impact communities through better internet. 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 all share a clear vision of where the company is going and how our contributions positively affect our culture and operational performance. 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:

Gateway is hiring the Director of Customer Success to lead, grow, and enhance our commitment to customer excellence. This leader will be tasked with building out the team to support Gateway’s growth trajectory of adding 100,000 residential & business passings per year. The Director of Customer Success is expected to contribute in the following significant ways:

• Set the vision, strategy, and roadmap for Customer Success at Gateway Fiber, aligning with company objectives and long-term growth goals.
• Develop and implement best practices, processes, and tools that enhance customer care and prepare the organization for rapid growth.
• Hire, develop, and retain high-performing inbound care teams focused on customer support and technical troubleshooting.
• Coach, mentor, and inspire leaders within Customer Success to create a strong pipeline of future talent.
• Serve as the internal champion for customers, ensuring their voice is represented across all business units ensuring rapid resolution and long-term systemic improvements.
• Own the customer support experience across all communication channels (phone, email, chat, digital self-service) while fostering a culture of customer centricity, collaboration, and continuous improvement across all teams to ensure consistency and quality.
• Establish and monitor key performance indicators (KPIs) and ensure resources, training, and tools are available to meet or exceed goals.
• Continually refine standard operating procedures, response scripts, and knowledge bases to deliver consistent customer experience.
• Collaborate with Sales, Field Operations, Engineering, and Product teams to ensure alignment on the end-to-end customer journey.
• Provide executive-level reporting on customer trends, feedback, and outcomes to inform strategic decision-making.
• Collect and analyze customer insights to identify trends, root causes, and opportunities for improvement working cross-functionally when necessary to drive improvements in processes and services.

What You’ll Bring to the Table:

• Proven track record of exceptional customer service management, including strong results in people leadership, process development, and systems implementation.
• Servant leadership qualities with a passion for developing teams along with the ability to build and maintain a customer-centric service culture.
• Strong collaboration skills and ability to manage through influence across cross-functional teams.
• Proven ability to analyze customer experience data, derive insights, and communicate conclusions and recommendations.
• Experience leading call center operations, including workforce management, service level adherence, and multi-channel support strategies.
• Ability to work effectively in multiple systems (CRM, OSS/BSS, and call center platforms).
• Excellent verbal and written communication skills.
• Strong complex problem-solving and organizational skills with attention to detail.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook).
• Bachelor’s Degree or equivalent work experience required.

What's in it for you:

• Make a meaningful impact by helping improve the lives of communities we serve.
• Competitive salary and comprehensive benefits (medical, dental, vision, paid time-off, flexible environment).
• Be a part of locally owned, friendly, innovative company with high growth projections.
• Opportunities for Career growth and development.
• To learn skills and participate in critical projects in all areas of business.

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