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.

We're 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.

• 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

• 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 to simplify 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 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