Customer Service Lead

About Gateway

Gateway Fiber is seeking an outstanding individual to fill the role of Customer Service Lead. 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 believes that people want to know they are cared for both professionally and personally  need a clear vision for 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.

• Lead a team of 4-6 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 a culture of collaboration, customer centricity, and continuous improvement.
• Be the internal champion for our customers by communicating customer feedback throughout the organization.
• Handle, facilitate, and own the processes of timely responses to customer requests.
• Develop, implement and utilize best practices to enhance and solidify Gateway Fiber’s customer experience commitment.
• Create effective onboarding and training processes for new customer service team members.
• Implement and sustain processes to capture customer feedback and leverage it to drive improvement projects.
• Sustain and improve customer service quality assurance program, ensuring the team and individuals exceed Gateway’s quality goals.
• Play a key role in maintaining and improving Gateway’s Customer Net Promoter Score.
• Ensure the customer service team is meeting or exceeding all KPIs and identify new KPIs where needed to drive continuous 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.
• Excellent customer service skills, including a positive phone demeanor.
• Proficiency in MS Office (Word, Excel, Outlook).
• High school diploma or equivalent.
• Ability to work independently and make sound decisions.

• Competitive salary.
• Locally owned, friendly, innovative company with high growth projections.
• Career development.
• Be integral in differentiating Gateway Fiber.
• Make a difference in the communities we serve.