Customer Experience Specialist

Pilot Fiber; New York (NY); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

401(k) plan

Commuter reimbursement

Wellness reimbursement

Competitive PTO

Job summary

Pilot Fiber is a modern connectivity company based in New York City that provides fiber‑optic internet and network services to businesses. You will onboard customers from sales handoff to service activation, coordinating with Delivery teams to ensure a smooth installation and regular updates.

Ideal candidates have 2–4 years of direct, customer-facing experience, strong communication skills, and the ability to translate complex technical concepts into clear messages.

Qualifications

• College degree or equivalent work experience.
• 2-4 years of direct, customer-facing experience.
• Ability to translate complex technical concepts into clear communications.
• Strong cross-team collaboration and relationship-building.
• Detail-oriented with proactive problem-solving.

Responsibilities

• Onboard customers from sales handoff to service activation and guide installation.
• Coordinate with Service Delivery teams to update customers regularly.
• Manage multiple onboarding projects simultaneously.
• Coordinate customer upgrades and service transfers.
• Serve as primary escalation point for high-priority issues.
• Implement proactive and reactive retention and upsell strategies.
• Advocate for customer needs cross-functionally.
• Keep customer data up-to-date across platforms.
• Elevate data and propose improvements to the team.

Skills

Communication

Technical acumen

Project management

Problem solving

Attention to detail

Relationship building

Resourcefulness

Education

College degree or equivalent

Job description

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.

ON A TYPICAL DAY YOU'LL

• Onboard customers from sales handoff to service activation, guiding them through their installation and demonstrating the ease of doing business with Pilot.

• Manage multiple onboarding projects simultaneously, coordinating with teams across Service Delivery (Construction, Network Operations & Support, and Fiber Engineering) to ensure our customers are regularly updated.

• Coordinate customer upgrades and service transfers.

• Serve as the primary escalation point for high-priority customer issues, responding promptly and effectively to address their concerns.

• Implement proactive and reactive customer retention & upsell strategies.

• Advocate for the customer's needs cross-functionally.

• Keep customer data organized and up-to-date across internal platforms to give the org a clear picture of the customer's lifecycle with Pilot.

• Elevate both qualitative and quantitative data to the team and management with proposed solutions on how we can improve the customer experience.

WHAT WE'RE LOOKING FOR

• College degree or equivalent work experience

• 2-4 years of direct, customer-facing experience

• 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

• Intermediate technical acumen and ability to grasp technical concepts quickly

• Able to effectively manage multiple small projects from start to finish

• Ability to 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

• Ability to build effective relationships across teams

• Ability to leverage internal and external resources to solve problems.

PILOT'S PAY & PERKS

• Base salary of $65,000 - $90,000

• Company-sponsored Medical, Dental, Vision Coverage

• Company-sponsored 401(k)

• Commuter & Wellness Reimbursement

• Competitive PTO

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 no matter how it is submitted (via email, the Internet, or other means). No fee will be paid in the event a candidate is hired by Pilot Fiber, Inc. as a result of the referral or through other means.

VISA SPONSORSHIP NOT AVAILABLE