When your job is to manage customer service on social media, your day starts with generous amounts of caffeine—and the perspective to know what's really at stake. A slow internet connection can mean missed meetings, stalled schoolwork or disrupted plans—and that's where Drew Wilson-McGrath, Manager, Customer Service at Ziply Fiber, comes in. We caught up with him to hear how he got his start, what his typical day looks like and what it's like helping customers one very public comment at a time.
Q: How did you end up at Ziply Fiber?
A: It's a bit of a long and winding road. My mom worked for what she called "the phone company" my whole life—starting at PacBell, then GTE, then Verizon and finally Frontier. So, I kind of grew up around the industry.
After graduating from Oregon State with a degree in New Media Communications, I was looking for an internship and got connected with some of my mom's old colleagues. Frontier had an opening for a social media intern, and I got the gig. From there, I moved into small business sales, then project management and eventually got pulled in to help shape what social media customer care would look like during the transition to Ziply Fiber.
Now I manage a small but mighty team that handles social customer care, helping customers get the support they need through social platforms and review sites like Facebook, Reddit and more.
Q: So, what does a typical workday look like for you?
A: I work from home, so I start the day with a walk, some coffee and usually some jazz or lo-fi hip hop playing in the background. Then I jump onto our social platforms and start reviewing the overnight messages and comments—especially the ones that haven't been resolved yet.
Our team covers standard business hours, and there's after-hours support too, but part of my role is strategy—deciding how we want to handle certain issues, whether we've interacted with a customer before and what a resolution could realistically look like. A lot of its figuring out who's looking for help and who's just venting into the void. Either way, we know how important internet connectivity is these days, so we're ready for both. Sometimes it's about educating customers or explaining the realities of how things work. And yeah, a lot of it is definitely managing tone. Especially in public replies, where the words we choose matter a lot.
Q: Many social media platforms are known to be outlets where people go to vent. And when someone's internet is keeping them from working or school, they're bound to be frustrated. How do you and the team stay positive?
A: It's a strange balance: On one hand, you're representing the company, but you're also trying to empathize with the person on the other side. You're trying to say, "I hear you," in a way that doesn't feel robotic or defensive. That takes a lot of emotional energy. It's not the kind of challenge you can solve with a script or a process—it's all about people, which is both the best and hardest part of the job.
Q: What part of the job do you enjoy the most?
A: I love working with my team. Building relationships, mentoring people, being a good listener—that's really rewarding. And then there's this one part of the job I weirdly love: address validation. It sounds boring, but I love maps and digging into the details of where we have fiber internet, where we don't and what's coming next. If I can help turn a conversation from "Sorry, you're not eligible for service" to "Hey, you'll be live in two months," that feels like a win for everyone.
Q: Okay, let's get into the important stuff: What's your go-to coffee order?
A: I'm a black coffee guy. I usually French press my own at home with beans from a market near me, but if I'm out, it's the same—just plain black drip. If I need a little extra jolt, I'll go for a shot in the dark (that's a coffee with an espresso shot in it). Two hours of road rage-free driving, guaranteed.
Q: What do you like to do outside of work?
A: My main creative outlet is stand-up comedy. I've been doing it for about six years, and I run a few shows up and down the Oregon and Washington coast. It's something that helps me process everyday life in a fun way—and lets me control when I'm being extroverted, which is important because I'm kind of an introvert. Outside of that, it's pretty mellow. I like disc golf, hiking and right now, my wife and I are settling into a newly renovated apartment. We're also preparing to start a family, so I'm figuring out how to be a dad—before I actually become one.
If you're interested in joining our team at Ziply Fiber, click here to view our current employment opportunities.
