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About the Role

Pilot is a modern connectivity company delivering fiber-optic internet and network services to businesses. We aim to enable extraordinary work across all industries with adaptive, agile, and customer-centric connectivity solutions.

Responsibilities

• Onboard customers from sales handoff to service activation, guiding them through installation and demonstrating ease of doing business.
• Manage multiple onboarding projects simultaneously, coordinating with cross-functional teams to update customers.
• Coordinate customer upgrades and service transfers.
• Serve as the primary escalation point for high-priority customer issues, responding promptly and effectively.
• Implement proactive and reactive customer retention and upsell strategies.
• Advocate for customer needs cross-functionally.
• Maintain organized and up-to-date customer data across internal platforms.
• Elevate qualitative and quantitative data to team and management with proposed solutions for improving customer experience.

Requirements

• College degree or equivalent work experience.
• 2-4 years of direct, customer-facing experience.
• Outstanding communication skills (written and verbal) with ability to tailor messaging and translate complex concepts.
• Intermediate technical acumen and ability to grasp technical concepts quickly.
• Ability to effectively manage multiple small projects from start to finish.
• Ability to prioritize, problem-solve, multitask, and work independently in a dynamic environment.
• Impeccable attention to detail and ability to deliver high-quality, accurate, and consistent work.
• Ability to build effective relationships across teams.
• Ability to leverage internal and external resources to solve problems.

Skills

• Customer onboarding
• Project management
• Customer support
• Escalation management
• Customer retention
• Upselling
• Cross-functional collaboration
• Data management
• Problem-solving
• Communication
• Technical acumen

Location

• New York City

Work Type

• Full-time

Experience Level

• 2-4 years

Education Level

• College degree or equivalent work experience

Salary/Compensations

• $65,000 - $90,000

Benefits

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

About the Company

• 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.

Equal Opportunity

• At Pilot, we believe differences make us stronger, and that our diversity is something to celebrate. Pilot hires without regard to race, color, religion or belief, national, social or ethnic origin, sex (and pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.
• Pilot Fiber, Inc. is not open to third-party solicitation or resumes for our posted positions. Any resume submitted to a Pilot Fiber, Inc. employee by a recruiting firm that does not have a valid, written search agreement with us will be considered a referral, regardless of whether it is submitted for a posted position or for general consideration, and will not be compensated.
• VISA SPONSORSHIP NOT AVAILABLE