Support Manager

🕒 April 12

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Pilot

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2014

📡 Telecommunications

🏢 Enterprise

🤝 B2B

💰 $17M Series B - Pilot on 2017-09

Telecommunications • Enterprise • B2B

Pilot is a NYC‑metro fiber network operator that owns and operates 300+ route miles of fiber, connecting 1000+ buildings and serving 3500+ customers with enterprise-grade connectivity. The company provides dedicated internet, dark fiber, IP transit, wavelength (optical transport), Ethernet transport, and direct cloud connections (CloudConnect) with enterprise SLAs, low-latency routing, and rapid deployment for financial firms, media companies, data centers, and other businesses. Pilot focuses on in-house builds and maintenance across the New York City and New Jersey metro area, offering B2B solutions for customers that need high‑capacity, low‑latency, and resilient network infrastructure.

📋 Description

• 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 team’s 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

🎯 Requirements

• 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

🏖️ Benefits

• Company-sponsored Medical, Dental, Vision Coverage • Company-sponsored 401(k) • Commuter & Wellness Reimbursement • Competitive PTO