Help us change the client experience across the telecom industry.
About Underline
Underline starts with our people.
At Underline, we've rapidly built a culture around ownership, trust, community, and innovation. Underline is dedicated to cultivating a growth environment where people feel valued, work with a purpose of mission, are personally rewarded, and are professionally challenged.
Are you ready to join this team and transform American communities?
Underline was founded in 2019 with a singular mission: to ensure the vibrancy of our nation through building intelligent community infrastructure in a socially equitable manner. We work with American communities to design, finance, and construct open access fiber-optic networks. These networks are critical to secure internet access that’s fast, affordable, and fair. As open access networks, this infrastructure is also the essential foundation for distributed healthcare services, new wireless solutions, and resilient infrastructure including modernized water systems and responsible energy creation. Our first two projects are in Colorado Springs and Fountain, Colorado.
About this Position
As the Client Success Supervisor, you are a critical leader in defining how our diverse Clients—residents, business owners, school districts, and Internet Service Providers (ISPs)—experience the Underline offering. You will oversee a team of client success specialists and play a vital role in enhancing client satisfaction through effective communication, issue resolution, and seamless service delivery. With a strong focus on dispatching, team support, and client experience, this role requires a balance of strategic thinking, hands-on problem-solving, data driven decision making and excellent communication skills.
Accepting applications through 11/29/24 at 5pm MST.
Does this sound like you?
- A passion for delivering exceptional client experiences and building meaningful relationships.
- An active and visible presence of calm leadership for your team.
- A solutions-oriented mindset, with the ability to creatively solve complex problems and adapt to new challenges.
- A deep belief in the social, economic, and environmental impact of intelligent community infrastructure.
- Strong organizational skills, capable of managing multiple work streams while maintaining a focus on quality and precision.
- Exceptional written and verbal communication abilities, with a knack for translating technical information into client-friendly language.
- An entrepreneurial spirit, with a willingness to dive into the details and drive continuous improvement.
What you'd be doing:
1. Team Supervision and Support:
- Lead and mentor a team of client success specialists, providing guidance, training, and ongoing performance feedback.
- Monitor and report on KPI’s, including but not limited to; ticket volumes, handling times, TTR, CSAT scores, contact channel usage and others.
- Foster a collaborative team environment, encouraging problem-solving, skill development, and continuous improvement.
- Ensure that the team consistently delivers high-quality support across all client engagement channels by providing timely and regular feedback.
2. Client Experience Management:
- Act as the primary advocate for our clients, driving a culture of client-first service across the team.
- Address escalated client inquiries, leveraging a deep understanding of customer needs to deliver timely, effective solutions.
- Develop and refine client success processes, including onboarding, service selection, and installation workflows, to ensure a seamless experience from start to finish.
3. Dispatching and Coordination:
- Oversee and enhance dispatching operations, ensuring efficient scheduling and communication with field technicians for service installations and support.
- Collaborate with internal teams such as Network Operations, Product, and Sales to streamline processes and improve service delivery.
- Utilize data and client feedback to optimize scheduling, reduce response times, and enhance overall client satisfaction.
4. Client Success Strategy and Advocacy:
- Develop and refine client success flows tailored to various issue types and responsible parties, driving proactive resolution and client satisfaction.
- Create and manage client success content, in coordination with marketing and communication teams, to effectively convey messaging and updates to customers.
- Act as a trusted advisor, understanding the unique challenges faced by our clients and advocating on their behalf in discussions about product enhancements and service improvements.
5. Risk Management and Escalation:
- Identify potential risks to client projects or the Underline brand, proactively escalating issues to relevant stakeholders for resolution.
- Implement best practices and feedback loops to mitigate future risks and improve client experience continuously.
Experience we require:
- 5-7+ years of experience in client success, account management, or similar roles focused on customer support and adoption.
- Proven track record in leading teams, with demonstrated results in enhancing customer satisfaction and process efficiency.
- Strong background in dispatching, scheduling, and coordinating client services.
- Experience with B2C engagement channels and customer success best practices.
- Project management expertise, with the ability to deliver structured solutions autonomously.
- Experience in telecommunications, fiber networks, or other consumer technology products is a plus.
- Comfort working in cross-functional teams and engaging with technical solutions.
Bonus points:
- Bilingual in English and Spanish