Be the calm in the storm. This role is for someone who can step into high-stakes customer situations, bring clarity, and fight for the customer while protecting the business. If you enjoy solving complex problems and improving systems, this is your lane.
About Vero Broadband
Vero Broadband brings fiber-optic internet to underserved communities, improving connectivity for homes, schools, and small businesses. Their mission blends high-quality broadband with community focus, job growth, and local impact. They value empathy, problem-solving, and real partnership.
Schedule
Full-time
Remote
Monday–Friday with occasional weekend support as needed
Must be authorized to work in the U.S.
What You’ll Do
- Serve as the primary point for escalated customer issues
- Communicate directly with customers to resolve sensitive cases
- Partner with support, billing, engineering, and sales to drive solutions
- Track escalation trends and recommend process improvements
- Support retention efforts for high-value and at-risk accounts
- Create playbooks and processes for consistent escalation handling
- Deliver reports and insights to leadership
What You Need
- 3+ years in account management, customer success, sales, or similar role
- Experience in telecom, ISP, or tech preferred
- Strong communication, conflict-resolution, and de-escalation skills
- Analytical mindset with experience reviewing trends and data
- Comfort influencing cross-functional teams without authority
- Familiarity with CRM tools (Sonar a plus)
Benefits
- Full-time, remote employment
- Mission-driven team serving underserved communities
- Opportunity to build processes and shape customer experience
Interviews starting soon — steady communicators who thrive in tough customer situations encouraged to apply.
Advocate for customers and strengthen a growing, community-focused network.
Happy Hunting,
~Two Chicks…