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Gateway Fiber · 19 hours ago

Technical Customer Service Manager

Old Monroe, MO

Full-time

Onsite

Mid, Senior Level

3+ years exp

Gateway Fiber is creating a leading, national fiber-to-the-home platform and is seeking a Technical Customer Service Manager. This role oversees the technical support team to ensure high-quality service for escalated technical issues and supports frontline staff while bridging the gap between customer-facing teams and network operations.

InternetReal EstateResidentialWireless

Responsibilities

Supervise and support the Tier 2 Technical Support team, 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 and tier 1 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

Proactively identify trends, recurring issues, and opportunities for process improvements or training needs

Qualification

Networking fundamentalsTechnical support experienceLeadership experienceAnalytical skillsTroubleshooting skillsSupport ticketing systemsVoIP toolsMicrosoft Office SuiteCustomer service managementKPIsCommunication skills

Required

High school diploma or equivalent

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

Preferred

Associate or Bachelor's degree in IT, Telecommunications, or a related field

Company

Gateway Fiber

Gateway Fiber provides fiber optic internet services for businesses and residents.

Founded in 2019

Jonesburg, Missouri, USA

51-200 employees

https://gatewayfiber.com

Funding

Current Stage

Growth Stage

Total Funding

$250.5M

2025-02-03Acquired

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

Business Wire

Gateway Fiber Celebrates Construction Starting with Ribbon Cutting in Moorhead, MN

2025-10-22

Seattle TechFlash

Fiber broadband provider unifies operations under single brand identity

2025-08-13

Morningstar.com

Gateway Fiber Ribbon-Cutting Ceremony Launches High-Speed Internet Service in Cottage Grove

2025-07-25

Company data provided by crunchbase