Job Title:          Customer Support Coordinator, Commercial

Location:         O’Fallon MO  

Start Date:      Immediate

About Gateway:

Gateway Fiber is seeking an outstanding individual to fill the role of Customer Support Coordinator, Commercial. Gateway Fiber is a locally owned and operated internet service provider on a mission to positively impact communities through better internet. Gateway is creating a leading, national fiber-to-the-premise platform. With the support of its financial sponsor CBRE Investment Management, Gateway plans to reach 500,000 homes and businesses with its service over the next several years. Gateway provides faster, more reliable internet with a simple pricing model and industry-leading customer service.

Gateway’s Beliefs About People:

Gateway believes that people want to know they are cared for both professionally and personally at work. We need a clear vision of where the company is going and how we can contribute to it. At Gateway, we look out for each other and actively find ways to help one another. We all have a role in defining the path forward towards the company's vision. We strive for a transparent environment where information is readily shared and our teams feel safe to share feedback, even if it may seem unpopular. Someone in the right role with the tools to succeed can operate autonomously to meet their objectives. Gateway's beliefs about people shape the company and the way we do business.

 Why This Role Matters:

The Customer Support Coordinator, Commercial owns the customer experience ensuring a professional, consistent, and well-managed onboarding and ongoing best in class customer support.

Role Summary

The Customer Support Coordinator ensures commercial customers are informed throughout the entire installation process and supported throughout the customer lifecycle. You will act as the primary coordination point between Sales, Field Operations, Net Ops, and Telephony—owning order readiness, install coordination, and ongoing customer support.

Your focus as the coordinator will be accountability for aligning the sold solution with operational execution and maintaining a consistent, high-quality customer experience from order acceptance through ongoing support.

Key Responsibilities

Commercial Order Readiness

• Validate order completeness prior to entry into BroadHub and the Commercial Order Pipeline
• Identify gaps and return orders with clear correction requirements
• Ensure required information is submitted for downstream teams

Install Coordination & Customer Communication

• Schedule installations and coordinate across field teams and customers
• Set and manage customer expectations on timelines and next steps
• Monitor install progress and escalate risks, delays, or issues as needed

Customer Lifecycle Support

• Serve as the primary point of contact for customers post-sale
• Own customer inquiries and account-level issues through resolution (billing, service, account updates, etc.)
• Support onboarding and ongoing customer experience
• Coordinate with internal teams to resolve issues while maintaining ownership

What’s in it for you? 

• Join a fast-growing company in the broadband and connectivity industry, offering cutting-edge solutions to businesses.
• Opportunity to work with a dynamic, results-driven team.
• Comprehensive training and ongoing development to help you succeed in your sales career.

Qualifications

Preferred Qualifications:

• Two to five years of experience in:
  
  • Customer support, customer success, or account management
  • Order management, project coordination, or operations
  • Telecommunications, broadband, or technical service environments
• Experience coordinating across multiple teams (Sales, Operations, Field)