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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Support Manager - **Company:** The Pilot - **Location:** New York, NY, United States - **Experience:** Experienced - **Salary:** $110,000.0 - $130,000.0 - **Contract:** Permanent contract - **Skills:** Internet Service Provider, Salesforce.Com, Web Hosting Services, Macros, Build Process, Zendesk - **Published:** September 4, 2026 - **Apply:** https://startup.jobs/support-manager-pilot-fiber-8127819 ## About the Role * 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 ## Description * 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 ## Related Videos - [Empowering Democratic Processes: Building a Hybrid Voting Platform](https://www.wearedevelopers.com/videos/1163-empowering-democratic-processes-building-a-hybrid-voting-platform) - [The AI Agent Path to Prod: Building for Reliability](https://www.wearedevelopers.com/videos/1523-the-ai-agent-path-to-prod-building-for-reliability) - [Crafting Custom Frameworks with Rust: A Deep Dive into Procedural Macros](https://www.wearedevelopers.com/videos/849-crafting-custom-frameworks-with-rust-a-deep-dive-into-procedural-macros) - [Crew Management System for Airlines: Plan duties for pilots & flight attendants worldwide](https://www.wearedevelopers.com/videos/1444-crew-management-system-for-airlines-plan-duties-for-pilots-flight-attendants-worldwide) - [Reusing apps between teams and environments through Containers](https://www.wearedevelopers.com/videos/107-reusing-apps-between-teams-and-environments-through-containers) - [Coffee with Developers](https://www.wearedevelopers.com/videos/354-coffee-with-developers) ## Related Articles - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [5 Step Guide to Managing New Job Expectations](https://www.wearedevelopers.com/magazine/343-5-step-guide-to-managing-new-job-expectations) - [Should Tech Managers Be Developers First? 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