Gateway Fiber · 3 hours ago
Technical Customer Service Manager
Greater St. Louis
Full-time
Onsite
Mid, Senior Level
3+ years expGateway Fiber is creating a leading, national fiber-to-the-home platform and is seeking a Technical Customer Service Manager to oversee the technical support team. This role is critical in maintaining service excellence, supporting frontline staff, and bridging the gap between customer-facing teams and network operations.
InternetReal EstateResidentialWireless
Hiring Manager
Shweta Bhatia
Responsibilities
Supervise and support the Tier 2 and Tier 3 Technical Support teams, ensuring prompt resolution of complex technical issues
Handle escalated customer calls and provide hands-on troubleshooting guidance when frontline efforts have been exhausted
Serve as a subject matter expert in network technologies, systems, and troubleshooting protocols to guide both customers and internal staff
Provide ongoing support to CSRs, Tier 2 & Tier 3 technical support agents, equipping them with updated knowledge and tools to handle technical inquiries
Collaborate with Network Operations, Field Ops, and Engineering teams to ensure accurate resolution of customer-impacting issues
Monitor key performance indicators (KPIs) like abandonment rate, resolution time, and customer satisfaction, and implement strategies to meet or exceed targets
Maintain up-to-date documentation and training materials for technical processes, ensuring consistency and accuracy across the team
Coordinate and lead outage management efforts, including cross-functional response coordination, clear communication with stakeholders during service disruptions, and ensuring timely progress updates throughout the event
Proactively identify trends, recurring issues, and opportunities for process improvements or training needs
Qualification
Required
High school diploma or equivalent (Associate or Bachelor's degree in IT, Telecommunications, or a related field preferred)
3+ years of experience in technical support, help desk supervision, or customer service management, preferably in an ISP or telecom environment
Strong knowledge of networking fundamentals (e.g., routers, modems, Wi-Fi troubleshooting, fiber and coax infrastructure)
Proven leadership experience managing support teams in a high-volume, fast-paced environment
Excellent communication skills with the ability to explain complex technical issues in a clear, customer-friendly manner
Strong analytical and troubleshooting skills with a proactive, solution-oriented mindset
Proficiency with support ticketing systems, VoIP tools, and Microsoft Office Suite
Familiarity with technical KPIs (e.g., FCR, ASA, MTTR) and service quality standards
Company
Gateway Fiber
Gateway Fiber provides fiber optic internet services for businesses and residents.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$250.5M2025-02-03Acquired
2024-12-02Debt Financing· $75M
2024-05-24Debt Financing· $175.5M
Leadership Team
Heath Sellenriek
Chief Executive Officer
Betsy Toney
Chief Financial Officer
Recent News
2025-10-22
2025-08-13
Morningstar.com
2025-07-25
Company data provided by crunchbase