Customer Experience Specialist

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

Benefits offered by this job

Company-sponsored Medical, Dental, Vision Coverage

Company-sponsored 401(k)

Commuter & Wellness Reimbursement

Competitive PTO

Job summary

Pilot Fiber in New York City is seeking a Customer Onboarding Specialist. This role is essential for guiding customers through the installation process and ensuring satisfaction with our services. The ideal candidate will have a college degree and 2-4 years of customer-facing experience, demonstrating impeccable attention to detail.

Perks include a competitive salary ranging from $65,000 to $90,000 and comprehensive company-sponsored medical and dental coverage.

Qualifications

• 2-4 years of direct, customer-facing experience required.
• Ability to prioritize, problem-solve, and multitask in a dynamic environment.
• Impeccable attention to detail ensuring accuracy and consistency.

Responsibilities

• Onboard customers from sales handoff to service activation.
• Manage multiple onboarding projects simultaneously.
• Serve as the primary escalation point for high-priority customer issues.

Skills

Outstanding communication skills

Intermediate technical acumen

Project management

Attention to detail

Relationship building

Education

College degree or equivalent work experience

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

Visa Sponsorship Not Available

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.