Escalation & Process Improvement 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

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.