Client Success Team Leader

At Underline, we are driven by a singular mission: to ensure the vibrancy of our nation through building intelligent community infrastructure. We work with communities across the United States to design, finance, construct and operate open access community fiber networks. These networks are the essential foundation for ultra-fast access to information, remote work and education, a competitive market for content and services, business formation job creation, distributed healthcare services, new wireless solutions (5G), and resilient modernized infrastructure including responsible energy creation.

As a Client Success Lead reporting to the Client Success Manager, you are passionate about enabling our teams to deliver high quality care and service, working closely with our customers to find solutions that maximize their satisfaction on an Underline network. You will be the voice of Underline to all network customers, as well as the voice of the customer when issues arise and improvements can be made. As an early member of the Client Success team, you will be crucial to the process of defining how our various Clients (residents, business owners, institutions, and Internet Service Providers) experience the Underline offering.

The Team Leader is a key member of the Regional Client Services group providing leadership to a team of associates. Your primary responsibilities will include managing key client relationships as well as coaching and developing the team to drive exceptional customer experiences and build lifetime relationships with our customers.

You are adept at finding creative and efficient ways to work through complex customer inquiries and solve problems. You have excellent communication skills and are comfortable conversing with clients across a number of channels, including phone, email, and chat. You have superior organization skills and are comfortable managing your own time. It's also critical that you have a mindset for using technology and can quickly learn how to use new tools.

Location

El Paso County, Colorado preferred, Greater Denver area

Responsibilities

• Investigate customer issues in various business systems, and when not able to resolve the issue directly, work with other departments as needed to resolve issues
• Develop and train the CS team through rigorous onboarding, weekly coaching, and quality inspection.
• Resolve customer escalations and work to establish a positive rapport with every customer interaction and maintain a high level of professionalism with clients
• Work with the CS Manager to evolve process and procedures
• Answer incoming customer emails, calls, and chats regarding billing issues, product problems, service questions, and general client concerns.
• Develop and nurture client relationships; go the extra mile to engage and advocate on their behalf
• Identify trends through logging and tagging issues; develop and maintain Support knowledge resources to keep procedures current.

What you’ll bring to the team

• Ability to maintain a professional demeanor under stressful circumstances.
• Extensive customer success experience in a Supervisor or Team Lead capacity and proven ability to lead a team of front line associates
• Excellent written and verbal communication skills
• Excellent time management skills; you thrive in a fast-paced, sometimes ambiguous environment
• A can-do attitude and amazing problem solving skills.
• Proven ability to consistently meet or exceed productivity, quality, and client satisfaction goals
• Familiarity with Intercom, ZenDesk, &/or G Suite a plus!
• Ability to collaborate in a team environment, as well as work as an independent contributor
• 4+ years experience in a technical or software-based customer support position (email, phone, chat or live)

Confidence can sometimes hold us back from applying for a job. But here’s the thing: there's no such thing as a 'perfect' candidate. Underline is a place where everyone can grow. So however you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come into work every day.

Job Type: Full-time

Pay: $55,000.00 - $65,000.00 per year

Benefits:

• Vision insurance
• Life insurance
• Paid time off
• Dental insurance
• 401(k)
• Parental leave
• Health insurance

Experience level:

• 4 years

Schedule:

• Monday to Friday

Travel requirement:

• No travel

Experience:

• Customer relationship management: 3 years (Required)

Work Location: Hybrid remote in Colorado Springs, CO 80918