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Client Success Team Leader

Underline Infrastructure

Underline Infrastructure

Customer Service
Colorado Springs, CO, USA
Posted on Saturday, January 21, 2023
This position closed on

General Info

Colorado Springs/Denver preferred, or remote (U.S. Only)
Full Time
Mid to Senior-Level
Customer Success
Reports to:
Client Success Manager


Salary Range:
Starting at $60,000/yr
Medical, Dental, Vision, Life Insurance, Disability Insurance, Paid Family Leave, and 401k.
*In compliance with Colorado's Equal Pay for Equal Work Act the salary for this role is listed. Final compensation for this role will be determined by various factors such as a candidate's relevant work experience, skills, certifications, and geographic location.
*Final compensation for this role will be determined by various factors such as a candidate's relevant work experience, skills, certifications, and geographic location.

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

Does this sound like you?

  • A can-do attitude and amazing problem solving skills
  • Excellent written and verbal communication skills
  • Ability to maintain a professional demeanor under stressful circumstances
  • Proven ability to consistently meet or exceed productivity, quality, and client satisfaction goals
  • Ability to collaborate in a team environment, as well as work as an independent contributor
  • Excellent time management skills; you thrive in a fast-paced, sometimes ambiguous environment

What you'd be doing:

  • 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
  • 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
  • Resolve customer escalations and work to establish a positive rapport with every customer interaction and maintain a high level of professionalism with clients
  • Develop and train the CS team through rigorous onboarding, weekly coaching, and quality inspection
  • Work with the CS Manager to evolve process and procedures
  • Identify trends through logging and tagging issues; develop and maintain Support knowledge resources to keep procedures current

Experience we require:

  • Extensive customer success experience in a Supervisor or Team Lead capacity and proven ability to lead a team of front-line associates
  • 4+ years experience in a technical or software-based customer support position (email, phone, chat or live)

Bonus points:

  • Familiarity with Intercom, Zendesk, and/or Google Suite

Hiring Manager

Paula Diaz
Client Success Manager

Unsure about applying?

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.

Position Application

We are an Equal Opportunity Employer. We maintain exceptionally high standards for talent and recognize that there are many paths to developing expertise. We don't discriminate based on race, color, religion, sex, gender identity or expression, national origin, political affiliation, sexual orientation, marital status, disability, age, parental status, military service, or other non-merit factors. If you have the skills we need and the ambition to grow fast with us, that's all that matters.