Dir of Concierge Services; Customer Success

• Remote (New England, New England

Role

Director of Concierge Services (Customer Success)

Type

Full-time

Location

Remote (New England, U.S.). Fully distributed company — no office. Must be based in New England.

Reports to

Chief Operating Officer

Compensation

Competitive director-level salary
· performance bonus tied to customer-satisfaction and growth results
· full benefits

Travel

Periodic — New England markets and new-home communities for launches, hiring, and community events

Fiber wins on the technical specifications of every type of internet; once hooked up, customers live in the experience. All other providers, AT&T, Comcast, local ISPs, and even Starlink, offer little to nothing in the experience — there is nobody to call to help you with anything that uses your internet.

Our Concierge exists to be that somebody. It converts our technical superiority into experienced superiority: a customer's first weeks on our fiber should be the best technology experience of their life, delivered by a person with a name. Customers who get that experience buy the plan that actually fits their household, stay for years, tell their neighbors, and say "no, thank you" when a competitor waves a teaser rate.

This is the biggest open seat in the company. We are not hiring a call-center manager. We are hiring the person who will personally be the best Concierge we have, co-build the tools with our engineers, and then hire, train, build, and lead everyone who does it after them.

We design, build, acquire, and operate fiber-to-the-home networks nationwide. Under our operating platform, our networks serve customers under local brands:

Roughly 5,000 customers are on our networks today, with committed institutional infrastructure capital behind the growth plan and a national pipeline of developer, home builder, municipal, utility, and acquisition opportunities. We are a fully remote company — leadership lives in Vermont, Maine, California, Michigan, and Colorado — with strong engineering, network operations, and finance teams already in place. This hire will build Concierge.

Concierge is a white-glove, human-delivered technology setup service for every customer on every network we operate — anyone placing a new order and anyone who already has service. Customers order and schedule online in minutes, then meet one-on-one with a real Concierge — video chat, regular chat, or a phone call, whichever they prefer — who gets their connected home working:

Streaming TV — set up on any TV and any device (Roku, Fire TV, Apple TV, Chromecast, smart TVs), with a channel lineup matched to what the household actually watches, often for less than cable.

Smart home and IoT — video doorbells, cameras, thermostats, voice assistants, game consoles, connected appliances: connected and working.

Whole-home Wi-Fi — coverage and speed matched to the household's devices and habits.

(Coming soon) Cellular phone and other add-ons — upsell opportunities for additional value-added services.

The right plan — a friendly needs conversation (streaming, gaming, work-from-home, household size) that lands each customer on the right speed tier.

The Concierge stays with the customer until it's done. The finish line: they pick up a remote and can watch whatever they want, on every TV and every device in the house.

Behind every Concierge is a purpose-built module our engineers are developing now: one screen to call, text, email, or video with the customer; the customer's full context in front of you; and real-time intelligence that listens to the live transcript and surfaces exactly what you need — the customer says "I have a Roku," and step-by-step guidance for that exact device appears.

The module makes any genuinely kind and helpful person the world's foremost expert on internet-connected things. AI does the preparation so the human can do the relationship.

Two things about Concierge are non-negotiable: a human delivers every session, and the customer leaves delighted.

Every interaction is recorded and transcribed — always with disclosure to the customer — and analyzed for…