Customer Relations Specialist

gFiber; Austin (TX); On-site; USD 33,000 - 40,000; Full time

Job summary

gFiber is seeking a Customer Support Specialist to resolve complex customer escalations for residential and business customers. You will analyze feedback to identify root causes and collaborate with cross-functional teams to drive process improvements, with flexibility for non-standard hours to better serve customers.

You will monitor repeat-call drivers, synthesize insights, and support knowledge base updates and system changes to enhance the customer experience.

Qualifications

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

Responsibilities

• Proactively investigate repeat caller situations and root causes.
• Identify themes and systemic patterns across interactions.
• Develop data-backed recommendations for process improvements and training.
• Collaborate with cross-functional teams to implement changes.
• Track repeat call drivers and measure impact of solutions.

Skills

ISP operations

Contact center experience

Data analysis

Cross-functional collaboration

Salesforce CRM

Non-standard hours

Tools

Salesforce

Job description

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.

The application window will be open until at least November 13th, 2026. This opportunity will remain online based on business needs which may be before or after the specified date.

Role Description

As a Customer Support (CS) Specialist, you will be the dedicated point of contact for resolving highly complex customer escalations from initiation to final resolution, supporting residential and business customers, ensuring their concerns are addressed efficiently and thoroughly. You will analyze customer feedback and concerns to identify the most effective resolution strategy. You will conduct in-depth analysis of escalation trends to identify systemic issues and recommend process improvements across the organization. Collaborating with various teams, you will drive effective solutions and provide critical insights to leadership on enhancing the customer experience. Your focus will be on ensuring customer satisfaction and preventing future escalations through proactive process optimization. You must possess the flexibility to work varied schedules, potentially including non-standard hours to effectively connect with customers and drive resolution.

In this role, you’ll:

• Proactively investigate repeat caller situations by: analyzing call recordings, reviewing case histories and directly engaging with affected customers to thoroughly understand the root causes of non-resolution.
• Identify and synthesize common themes, friction points, and systemic patterns across multiple customer interactions that contribute to repeat contacts and hinder first-call resolution.
• Utilize insights gathered to develop data-backed recommendations for specific process improvements, agent training enhancements, knowledge base updates, or system modifications aimed at reducing repeat contacts.
• Collaborate effectively with cross-functional teams (local markets, training, quality assurance, and engineering) to present findings, advocate for proposed solutions, and support the implementation of changes designed to improve resolution rates.
• Track, analyze and report on key repeat call drivers, trends, and the measurable impact of implemented solutions, raising awareness throughout the organization and informing ongoing continuous improvement efforts.

At a minimum we’d like you to have:

• 3 years of experience in Internet Service Provider (ISP) operations.
• 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 collaborating with cross-functional teams.
• Experience using customer service software, including CRM systems like Salesforce.
• Ability to work non-standard working hours including nights, weekends, and holidays.

It’s preferred if you have:

• 5 years of experience in ISP operations, specifically in escalation management or process improvement roles.
• Experience presenting findings and recommendations to executive leadership.
• Experience collaborating and communicating with technical stakeholders like Engineering.
• Effective in communication, problem-solving, and conflict resolution skills.

The US base hourly range for this full-time position is between $24.23/hr - $29.42/hr + bonus + benefits. As pay varies by location, your recruiter will share more about the specific hourly range for your targeted location during the hiring process.

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.