Pilot Fiber

Support Manager

New York, NY

No sponsorship$110k-$130kDetected 111 days ago

SalesforceCRMProcess ImprovementPerformance ManagementZendeskNetwork EngineeringLeadershipCommunicationProblem SolvingMentoring

About the role

Pilot is a modern connectivity company based in New York City.
We're a passionate, close-knit team that believes businesses have more important things to worry about than their internet connection.
Pilot Fiber, Inc. is not open to third-party solicitation or resumes for our posted positions.

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
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
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)

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

Ensure adherence to all SLAs, SLOs, and performance metrics as well as timely customer communications for outages, RFOs, and service credits
Act as a senior escalation point for complex technical and account issues
Establish clear escalation protocols between Tier 1 and Tier 2 to ensure seamless handoffs and resolution
Participate in escalation rotations with availability for off-hours work (late night/early morning) as needed

This listing is sourced directly from Pilot Fiber's careers page and normalized into a canonical job model.