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Gateway Fiber · 2 days ago

Director of Customer Success

Greater St. Louis

Full-time

Onsite

Director/Executive

Gateway Fiber is a locally owned and operated internet service provider focused on enhancing communities through better internet services. They are seeking a Director of Customer Success to lead and grow their customer excellence initiatives, build effective teams, and ensure a high-quality customer support experience as the company scales.

InternetReal EstateResidentialWireless

Hiring Manager

Shweta Bhatia

Responsibilities

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

Build, develop, and retain high-performing inbound care teams focused on customer support and technical troubleshooting

Build, develop, and retain outbound care teams focused on proactive order management, scheduling, and seamless service installations

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

Qualification

Customer service managementPeople leadershipProcess developmentSystems implementationCall center operationsData analysisMulti-channel supportCRM proficiencyServant leadershipMicrosoft Office SuiteCollaboration skillsCommunication skillsProblem-solving skillsOrganizational skills

Required

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