Pilot

Support Manager

Pilot

full-time

Posted on:

Location Type: Hybrid

Location: New York City • New York • United States

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Salary

💰 $110,000 - $130,000 per year

About the role

  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
people managementcustomer support operationsprocess improvementperformance metricstechnical troubleshootingdata analysisdocumentationproject managementescalation protocolsautomation
Soft Skills
communication skillscustomer-first mindsetteam managementproblem-solvingattention to detailrelationship buildingmultitaskingindependent workcoachingcustomer-centric culture