Service Manager (Multifamily/ISP)
Role details
Job location
Tech stack
Job description
The Role: Service Manager (Multifamily/ISP)
We're hiring a hybrid role that combines customer success ownership with hands-on field coordination and support across the multifamily communities we service. This role owns the end-to-end experience for our multifamily properties; from onboarding and activation through ongoing support, while ensuring successful execution of on-site work including installations, troubleshooting, and resident connectivity., Customer Success & Relationship Management
- Ensure properties remain confident in their partnership with Internet Subway
- Maintain proactive communication through regular check-ins and updates
- Monitor account health and identify risks before they escalate
- Advocate for property partners internally and ensure a high level of satisfaction
Field Support - Visit properties when necessary to assist with:
- activation readiness
- troubleshooting escalated issues
- validating service quality
- Support resident activations, move-ins, and service readiness
- Ensure properties have the resources they need for smooth resident connectivity
- Coordinate on-site work with property teams and leasing offices
Cross-Functional Coordination
- Work closely with Project Management, Support, Sales, and Operations
- Ensure smooth handoff from deployment through ongoing support
- Communicate field insights back to internal teams
- Maintain accurate documentation in CRM and internal tools
What Success Looks Like
- Smooth onboarding and activations with minimal issues
- Strong relationships with property teams
- Faster resolution of issues due to direct ownership
- Reduced escalations and improved customer satisfaction
- Properties that feel supported both remotely and on-site
Requirements
Do you have experience in Telecommunication?, * Strong communication and relationship-building skills
- Highly organized with excellent follow-through
- Experience working in multifamily, telecom, ISP, IT, or property management environments
- Ability to troubleshoot and solve problems in the field including category cable, fiber optics, routers and access points and Wi-Fi congestion/interference. XGS PON experience is a plus.
- Basic technical understanding of networking or telecom systems
- Willingness to travel frequently to apartment communities, * How many years of experience working with apartment communities, property managers, leasing offices, or multifamily housing do you have?
- Have you been the primary point of contact for customer accounts, properties, or client relationships?
- Are you willing and able to travel to apartment communities as needed for onsite support, activations, or issue resolution?
- Are you comfortable troubleshooting basic connectivity issues such as Wi-Fi, routers, access points, cabling, or internet outages?
Work Location: Hybrid remote in Henrico, VA 23228
Benefits & conditions
Pulled from the full job description
- Referral program
- Tuition reimbursement
- 401(k)
- Health insurance
- Retirement plan
- 401(k) matching
- Paid time off, * Unlimited PTO
- Company vehicle use when travel is required
- Retirement savings plan with company match
- Opportunities for professional development and career advancement
- Comprehensive health, dental, and vision insurance
Ready to grow with us? Apply now and join the Internet Subway team.
Pay: $70,000.00 per year, * 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Referral program
- Retirement plan
- Tuition reimbursement
- Vision insurance