Support Manager

Pilot is a modern connectivity company based in New York City. We deliver fiber-optic internet and network services to businesses with no contracts backed by a 100% uptime guarantee and 24/7 proactive support.

Were a passionate close-knit team that believes businesses have more important things to worry about than their internet connection. Our top priority is enabling extraordinary work across all industries with connectivity solutions that are adaptive agile and designed with the customer in mind.

ON A TYPICAL DAY YOULL

• Manage all 24/7 support operations including shift coverage on-call rotations maintenance windows and after-hours coordination

• Ensure adherence to all SLAs SLOs and performance metrics as well as timely customer communications for outages RFOs and service credits

• Collaborate with a variety of teams including Network Engineering Customer Experience Construction Service Delivery to troubleshoot connectivity issues advocate for customer needs and resolve systemic problems

• Oversee the teams handling of non-technical customer issues ensuring consistent high-quality support for account changes such as upgrades downgrades cancellations moves and billing inquiries

• Act as a senior escalation point for complex technical and account issues

• Recruit hire develop and retain high-performing Tier 1 and Tier 2 support teams through coaching performance management and career development in a customer-centric culture

• Continuously improve support processes documentation workflows and knowledge base content. Partner with stakeholders to build templates macros and automation that enhance efficiency and customer experience

• Establish clear escalation protocols between Tier 1 and Tier 2 to ensure seamless handoffs and resolution

• Create and maintain up-to-date documentation for new and existing processes including configurations and specific Pilot network commands and protocols to support team shortcuts and process improvements

• Analyze support data and trends to identify training needs process gaps and opportunities for product or network improvements. Escalate findings and recommendations to relevant stakeholders

• Evaluate and implement new systems tools and technologies to enhance support operations and multi-channel customer experience

• Participate in escalation rotations with availability for off-hours work (late night/early morning) as needed

WHAT WERE LOOKING FOR

• 4 years of experience in a customer-facing role

• 2 years of experience working with a technical product or service

• 2-4 years of people management experience

• Direct and proven experience in leading a customer-focused team of at least three people in a 24x7x365 environment

• A customer-first mindset and a passion for delivering exceptional experiences

• Outstanding communication skills - written and verbal - with the ability to tailor messaging strategy for different audiences and an ability to turn complex technological concepts into clear multichannel communications

• Strong team management skills with experience leading cross-functional teams and developing a high-performance culture

• Ability to effectively manage multiple projects from start to finish; prioritize problem-solve multitask and work independently in a dynamic rapidly changing workplace

• Impeccable attention to detail and ability to deliver high-quality work ensuring accuracy and consistency

• Demonstrated experience developing implementing and evolving operational standards and performance metrics

• Ability to leverage internal and external resources to solve problems

• Intermediate proficiency with CRM systems ticketing platforms and customer experience tools (e.g. Zendesk Salesforce etc)

• Strong problem-solving abilities with a focus on process improvement and efficiency while enhancing the customer experience

• Ability to build effective relationships across teams; experience working with cross-functional teams to build processes and resolve customer issues.

• Ability to manage and take part in escalation rotations with availability for off-hours work (late night/early morning) as needed

• Internet service provider managed services provider or web hosting provider a plus

PILOTS PAY & PERKS

• Base salary of $110000 - $130000

• Company-sponsored Medical Dental Vision Coverage

• Company-sponsored 401(k)

• Commuter & Wellness Reimbursement

• Competitive PTO

At Pilot we believe differences make us stronger and that our diversity is something to celebrate. Pilot hires without regard to race color religion or belief national social or ethnic origin sex (and pregnancy) age physical mental or sensory disability HIV status sexual orientation gender identity and/or expression marital civil union or domestic partnership status past or present military service family medical history or genetic information family or parental status or any other status protected by the laws or regulations in the locations where we operate.

Pilot Fiber Inc. is not open to third-party solicitation or resumes for our posted positions. Any resume submitted to a Pilot Fiber Inc. employee by a recruiting firm that does not have a valid written search agreement with us will be considered a referral regardless of whether it is submitted for a posted position or for general consideration and no matter how it is submitted (via email the Internet or other means). No fee will be paid in the event a candidate is hired by Pilot Fiber Inc. as a result of the referral or through other means.

VISA SPONSORSHIP NOT AVAILABLE

Required Experience:

Manager