Pilot

Customer Support

• Deliver exceptional customer support via phone and email
• Serve as the first point of contact for technical inquiries
• Address non-technical customer issues and provide support for account changes
• Investigate outage alerts and escalate to the appropriate technical team
• Serve as a liaison between customers and internal teams
• Conduct proactive customer outreach and support data cleanup initiatives
• Understand and identify support trends to continuously improve service

Customer Support Associate

Executive Assistant

• Provide project and administrative support to the CEO and Leadership Team; understand priorities and help drive strategic planning and project execution
• Manage the planning and execution of leadership, board, and other key company meetings and events, ensuring alignment and efficient use of time and resources; execute logistics including scheduling, agenda development, capturing and tracking meeting notes and action items, and setup; ensuring effective communication and follow-through
• Manage and support the seamless execution of cross-functional projects and initiatives
• Work with key stakeholders to manage and execute business operations processes, including but not limited to diligence requests, corporate insurance, contract management, and other processes and programs as required
• Develop and implement systems and processes to improve operational workflows utilizing company tools and technologies
• Manage administrative needs for the CEO and Leadership Team, including but not limited to creating, preparing and editing correspondence, presentations, and other documentation, managing calendars, scheduling meetings, administering expense reports, and arranging travel, while ensuring effective prioritization
• Assist with other projects and administrative support needs as assigned

Account Executive

• Answer Pilot's inbound phone line, responding to inquiries promptly and professionally
• Respond to all inbound inquiries across phone, email, and web
• Demonstrate a thorough understanding of Pilot's services
• Engage in the consultative sales process
• Nurture a well-organized pipeline of prospects
• Forecast pipeline accurately and consistently
• Maintain rigorous data hygiene and documentation across Pilot's sales tools
• Collaborate cross-functionally with other teams
• Remain current on product updates, industry trends, and competitor offerings
• Execute against all administrative tasks associated with converting a prospect to a customer

Inbound Sales Representative

Manager

• 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

Support Manager

Full-stack Engineer

• Develop and maintain new and existing services using Go, PHP, SQL, and TypeScript, working in an AI-augmented development environment
• Enhance infrastructure and site reliability by leveraging Kubernetes, Docker, Envoy, Prometheus, and Jenkins, while contributing directly to infrastructure roadmapping and architectural decisions
• Directly engage with and understand business processes, objectives, workflows, and strategy, not just code
• Architect and implement solutions to key business challenges in collaboration with technical leaders, applying deep knowledge of both technical and operational processes to deliver scalable, secure, effective outcomes
• Design and build integrations across internal systems, third-party APIs, and SaaS platforms to streamline workflows and improve data flow

Customer Support Associate

Executive Assistant

Inbound Sales Representative

Support Manager

Senior Software Engineer