At GFiber, we believe that great internet has the power to drive innovation, strengthen communities, enable the impossible, and do all the everyday things that make all of our world go round. And the job of creating better internet is never done - so we’re growing! Our team is committed to building a place where people who want to make a difference can grow their careers and find their spot to belong.

GFiber is an Alphabet company that brings Google Fiber and Google Fiber Webpass internet services to homes and businesses across the United States. Our teams are expanding as we connect more cities and people to exceptional internet.

The application window will be open until at least May 30th, 2025. This opportunity will remain online based on business needs which may be before or after the specified date.

Role Description

As a Customer Service (CS) Team Manager you will lead and develop a team of Customer Specialists responsible for managing and resolving complex escalations from residential and business customers. You will be responsible for managing the team to provide complete solutions and analyzing escalation patterns to pinpoint and suggest process enhancements for implementation by the appropriate partner teams. As a customer experience champion, you will relentlessly drive improvements to elevate the customer experience, ensuring high team performance in productivity and achieving effective end-to-end resolution both internally and for customers. You must possess the ability to translate the results of these initiatives into compelling narratives, clearly articulating the significant impact and Return on Investment (ROI) your team delivers to the business.

In this role, you'll:

• Lead, mentor, and develop a team focused on investigating repeat call root causes and generating high-quality, actionable insights to improve customer resolution.
• Evaluate, refine, and champion the team's data-driven recommendations for process improvements, ensuring they strategically address key repeat call drivers and gain necessary approvals to drive change.
• Drive cross-functional collaboration and build strong partnerships (e.g., with local markets, various operations teams, training, QA and Engineering) to ensure team insights are understood, prioritized, and effectively implemented into action across the business.
• Define, monitor and manage team performance using KPIs focused on quality analysis, actionable insights, and repeat call reduction; provide updates on pending changes and outstanding action items.
• Calculate and report on the ROI and business impact derived from team initiatives; present these findings, strategic value, and future opportunities to leadership.
  
  

At a minimum we'd like you to have:

• 5 years of experience in Internet Service Provider (ISP) operations.
• 3 years of supervisory experience in a customer-facing environment, including coaching, developing, and potentially managing the performance of team members.
• Experience in contact center or customer service.
• Experience conducting data analysis, performance reviews, and process improvement initiatives resulting in actionable insights that lead to measurable outcomes.
• Experience with customer service best practices, escalation management processes, and relevant KPIs (e.g., SLAs).
• Ability to work non-standard working hours including nights, weekends, and holidays.
  
  

It's preferred if you have:

• 5 years of experience managing a team within an ISP (Internet Service Provider) or similar technical industry.
• Experience creating and implementing KPIs to measure productivity and effectiveness of offline teams.
• Experience implementing and driving process improvement initiatives within a customer service organization.
• Experience with data analysis tools and methodologies, including SQL for data extraction and extensive Google Sheets / Excel knowledge for data manipulation.
• Experience presenting performance data and improvement recommendations to leadership.
• Excellent communication (written and verbal), interpersonal, and conflict resolution skills.
  
  

The US base salary for this full-time position is $76,000 - $82,000 + annual bonus target 15% of base salary + benefits, subject to change.

GFiber is committed to equal opportunity employment regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, citizenship, marital status, disability or Veteran status. Disclosure is voluntary, and this information will be kept confidential in compliance with Google's Candidate Privacy Policy. For more information please refer to our Equal Employment Opportunity Policy and the EEOC's "Know your rights: workplace discrimination is illegal" (PDF).

It's important to us to create an accessible, inclusive workplace for everyone. If you have a need that requires accommodation, please let us know by completing our accommodations for applicants form. Our candidate accommodations team will then connect with you to confidentially discuss your options.