Customer Success Manager - Gatekeeper

Náplň práce, právomoci a zodpovednosti:

For our customer operating in the telecommunications industry, we are looking for a CSM Gatekeeper who will be responsible for managing, prioritizing, and coordinating all incoming customer requests to ensure efficient service delivery and an exceptional customer experience.

This role acts as the central control point for communication flow between customers and internal teams, ensuring that issues are properly categorized, routed, and resolved within agreed timelines.

The CSM Gatekeeper ensures customers receive consistent, structured, and high-quality support, while maintaining balanced workload distribution within the CSM team.

Hybrid work mode: 3 days per week in the office in Kosice

​Work time: 3:00 pm-11:30pm

Responsibilities

• ​Serve as the primary intake point for all customer requests, questions, and issues.
• Validate, categorize, and prioritize incoming requests based on urgency, customer impact, and service level agreements.
• Ensure all requests are documented accurately and handed over to the appropriate team/agent within agreed timelines.
• Maintain clear escalation paths and ensure proper stakeholders are informed and alignedIdentify service delivery gaps and propose corrective actions.
• Maintain standardized communication templates, processes, and guidelines to ensure consistent customer touchpoints.
• Coordinate all efforts with internal teams, facilitate handovers, and ensure proper ownership.
• Provide internal teams with clear and structured information to support faster issues resolution.
• Provide regular reporting upon request in line with the SLAs.
• Recommend improvements to processes, documentation, and workflows based on insights.
  

Zamestnanecké výhody, benefity:

• Internal Mobility Program – enjoy many opportunities for career growth, job rotations, diversity of projects & technologies
• International, diverse, and inclusive working environment – get experience in global projects for worldwide leaders and enjoy multinational teams
• Referral Program – enjoy cooperation with your colleagues and get the bonus
• 5/10 years NATEK club – we offer long-term cooperation and celebrate each fifth-year cooperation anniversary with gifts
• NATEK CSR Events & team buildings – enjoy our values: accountability, partnership and expertise and #workITwithus
• Education – benefit from our know-how, learning courses and certificates and IT events – be part of community of leaders of the industry and take part as a speaker or a visitor
  
• Bonuses for Personal Events – we congratulate you on important events of your life: giving birth to children, university graduation, etc.
• Benefit Plus (Cafeteria) – use our e-shop with corporate benefits like travel, theatre tickets, books etc.
• Multisport Club Card
• Technical and Personal training – we are investing in your skills growth
• Language courses
• 1 paid day off for volunteering – we are supportive of all charity ideas
• Meal contribution directly to your account

Požiadavky na zamestnanca:

• Proven 2+ years of experience in customer-facing projects and/or sales activities.

• Strong organizational and problem-solving skills.

• Self-motivated with the ability to provideguidance, supervision, and leadershipto team members.

• Goal-oriented with the ability to meet challenging targets and expectations.

• Experience coordinating service delivery across multiple vendors and internal teams.

• Ability to work independently, proactively obtain necessary information, and build an internal network.

• Excellent written and verbal communication skills in English.

• Knowledge of telecommunication products and services (voice, data, internet, cloud services) is an advantage.

• Strong presentation skills– able to run status update calls and effectively engage stakeholders.

• Ability to multitask and work under deadlines.

• Strong analytical skills with the ability to solve complex tasks and work under pressure.

• High attention to detail.

• Positive team player with a collaborative mindset.

• Ability to work effectively in a multicultural environment.