Customer Success Manager - escalation handling (Colorado Springs, CO)

Harborlight Forge Telecom provides broadband and phone service around Colorado Springs, and we need a Customer Success Manager to lead our escalation handling. Technicians and office staff share information daily. What you will do • Record feedback and help shape what we improve next. • Look after a portfolio of customer accounts from setup through renewal. • Check in regularly, listen for problems and fix them quickly. • Coordinate with support, billing and operations on service installations issues. • Prepare simple reviews showing what the customer gets from us. What we are looking for • Excellent communication and follow-through. • Two or more years in customer success, account management or service. • Comfort with a CRM and simple reports. Nice to have • Experience with outage reports. • Ability to explain technical topics simply. Working arrangement • Part-time, about 20 hours a week, afternoons. • On site in Colorado Springs. • We will tell you what to expect at each step of the hiring process.