Technical Customer Service Manager

Gateway Fiber is seeking an outstanding individual to fill the role of Technical Customer Service Manager. 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 lookout 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.

The Technical Customer Service Manager oversees the technical support team, ensuring high-quality service for escalated technical issues and Tier 2 troubleshooting. This role is critical in maintaining service excellence, supporting frontline staff, and bridging the gap between customer-facing teams and network operations. Strong leadership, technical knowledge, and problem-solving skills are essential for success.

• 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.

• 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.