Teams at Pilotfiber

Onboard business customers through service activation, coordinate installations and upgrades, resolve escalated issues, and support retention and upsell efforts. The role advocates for customers across service delivery, network operations, and engineering teams; maintains accurate lifecycle data; and provides insights and improvement recommendations to management.

Serve as primary project manager for Real Estate New Build projects, coordinating surveys, access agreements, COIs, and stakeholder communications. Maintain and QA Salesforce data, support account managers and sales teams with research, lead qualification, broker program administration, and administrative tasks to ensure smooth project handoffs and ongoing building onboarding.

Manage 24/7 support operations and on-call rotations, ensure SLA/SLO adherence, lead Tier 1/2 teams, handle escalations, improve processes/documentation, collaborate with engineering and delivery teams, analyze support metrics, and implement tools and automation to enhance customer experience.