Support Manager

Pilot • $110K — $140K *
New York, NY 10025In-Person
Technical Services
Less than 5 years of experience
Reposted Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • 4+ years in a customer-facing role
  • 2+ years with a technical product or service
  • 2-4 years of people management experience
  • Experience leading a customer-focused team in a 24/7 environment
  • Excellent communication skills for diverse audiences
  • Strong team management and cross-functional collaboration skills
  • Proficiency with CRM systems and customer experience tools
  • Proven ability in process improvement and operational standards

Responsibilities

  • Manage 24/7 support operations and shift coverage
  • Ensure adherence to SLAs, SLOs, and performance metrics
  • Collaborate with teams to troubleshoot and resolve issues
  • Oversee non-technical customer support for account management
  • Act as an escalation point for complex issues
  • Recruit and develop high-performing support teams
  • Continuously improve support processes and documentation
  • Analyze support data to identify training needs and process gaps

Benefits

  • Company-sponsored Medical, Dental, Vision Coverage
  • Company-sponsored 401(k)
  • Commuter & Wellness Reimbursement
  • Competitive PTO
Full Job Description
ON A TYPICAL DAY YOU'LL
  • 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

WHAT WE'RE LOOKING FOR
  • 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


PILOT'S PAY & PERKS
  • Base salary of $110,000 - $140,000
  • Company-sponsored Medical, Dental, Vision Coverage
  • Company-sponsored 401(k)
  • Commuter & Wellness Reimbursement
  • Competitive PTO


About Pilot

Pilot is a financial services company that provides bookkeeping, tax, and CFO services to startups and small businesses. The company's platform automates financial processes and provides real-time insights into financial performance. Pilot was founded in 2017 by a group of former PayPal employees and has raised over $120 million in funding. The company has over 1,000 clients and has partnerships with major accounting software providers such as QuickBooks and Xero.
Learn more about Pilot
Size
200 employees
Industry
Finance & Insurance
Net Income
-$10 million
Founded
2017
5 Year Trend
+50%
Revenue
$100 million
NASDAQ
PLT
* Ladders Estimates

Similar Jobs

Ad banner background

Get Ready For Your
Next Interview

More Jobs at Pilot

  • Support Manager
    $110K — $140K *
    New York, NY 10025 (New York County)
    Reposted Today
    Technical Services
    In-Person
  • Manager, Construction
    $120K — $150K *
    Brooklyn, NY 11226 (Kings County)
    Reposted Yesterday
    Real Estate & Construction
    In-Person
  • Manager, Construction
    $120K — $150K *
    New York, NY 10025 (New York County)
    Reposted Yesterday
    Real Estate & Construction
    In-Person
  • Real Estate Operations Coordinator
    $80K — $90K *
    New York, NY 10025 (New York County)
    3 weeks ago
    Real Estate & Construction
    In-Person

More Technical Services Jobs

Find similar Support Manager jobs:

NationwideNew York, NY