Customer Escalations Specialist & Process Optimizer

googlefiber; Austin (TX); On-site; USD 33,000 - 41,000; Full time

Benefits offered by this job

Bonus

Benefits

Job summary

gFiber in Austin is hiring a Customer Support Specialist to resolve highly complex escalations for residential and business customers. You will analyze feedback, identify effective resolutions, and drive improvements in the customer experience.

You will identify repeat-call drivers, synthesize patterns, and recommend data-backed process changes. Collaboration with cross-functional teams such as local markets, training, QA and engineering is essential.

Qualifications

• 3 years of experience in Internet Service Provider (ISP) operations and/or customer service.
• Experience conducting data analysis, performance reviews, and process improvement initiatives to yield actionable insights.

Responsibilities

• Investigate repeat caller situations by analyzing call recordings and case histories to understand root causes.
• Identify themes and systemic patterns across interactions that affect first-call resolution.
• Develop data-backed recommendations for process improvements, training, knowledge base updates, or system changes.
• Collaborate with cross-functional teams (local markets, training, QA, engineering) to implement changes.
• Track and report on repeat call drivers and the impact of solutions.

Skills

Customer service

Data analysis

Cross-functional collaboration

CRM software

Communication

Tools

Salesforce

Job description

gFiber in Austin is hiring a Customer Support Specialist to resolve highly complex escalations for residential and business customers. You will analyze feedback, identify effective resolutions, and drive improvements in the customer experience.

You will identify repeat-call drivers, synthesize patterns, and recommend data-backed process changes. Collaboration with cross-functional teams such as local markets, training, QA and engineering is essential.