{"id":2205109,"url":"https://alion.io/job/pilot-fiber-customer-experience-specialist","title":"Customer Experience Specialist","company":{"id":5524,"name":"Pilot Fiber","domain":"pilotfiber.com","url":"https://alion.io/company/pilot-fiber","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New York, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":65000,"max":90000,"currency":"USD","period":"year","gross":null,"usd_annual":90000},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-09T20:51:12Z","employer_posted_date":"2026-10-09","last_verified_at":"2026-10-24T22:41:05Z","board_verified":true,"closed_at":null,"days_open":15,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":15},"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.\nWe'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.\nON A TYPICAL DAY YOU’LL\nOnboard customers from sales handoff to service activation, guiding them through their installation and demonstrating the ease of doing business with Pilot.\n\nManage multiple onboarding projects simultaneously, coordinating with teams across Service Delivery (Construction, Network Operations & Support, and Fiber Engineering) to ensure our customers are regularly updated.\n\nCoordinate customer upgrades and service transfers.\n\nServe as the primary escalation point for high-priority customer issues, responding promptly and effectively to address their concerns.\n\nImplement proactive and reactive customer retention & upsell strategies.\n\nAdvocate for the customer’s needs cross-functionally.\n\nKeep customer data organized and up-to-date across internal platforms to give the org a clear picture of the customer’s lifecycle with Pilot.\n\nElevate both qualitative and quantitative data to the team and management with proposed solutions on how we can improve the customer experience.\n\nWHAT WE’RE LOOKING FOR\nCollege degree or equivalent work experience\n\n2-4 years of direct, customer-facing experience\n\nOutstanding 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\n\nIntermediate technical acumen and ability to grasp technical concepts quickly\n\nAble to effectively manage multiple small projects from start to finish\n\nAbility to prioritize, problem-solve, multitask, and work independently in a dynamic, rapidly changing workplace\n\nImpeccable attention to detail and ability to deliver high-quality work, ensuring accuracy and consistency\n\nAbility to build effective relationships across teams\n\nAbility to leverage internal and external resources to solve problems.\n\nPILOT’S PAY & PERKS\nBase salary of $65,000 - $90,000\n\nCompany-sponsored Medical, Dental, Vision Coverage\n\nCompany-sponsored 401(k)\n\nCommuter & Wellness Reimbursement\n\nCompetitive PTO\n\nAt 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.\nPilot Fiber, Inc. is not open to third-party solicitation or resumes for our posted positions. Any resume submitted to a Pilot Fiber, Inc. employee by a recruiting firm that does not have a valid, written search agreement with us will be considered a referral, regardless of whether it is submitted for a posted position or for general consideration, and no matter how it is submitted (via email, the Internet, or other means). No fee will be paid in the event a candidate is hired by Pilot Fiber, Inc. as a result of the referral or through other means.\nVISA SPONSORSHIP NOT AVAILABLE","description_format":"text","description_chars":3710,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Internet Service Providers","Broadband"],"lifecycle":[{"event":"open","at":"2026-10-09T22:57:20Z"}],"visa":[],"liveness":{"score":74,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.819,"p_room":0.9,"age_days":14,"expected_fill_days":28,"reasons":["conf:2","win:mid","comp:junior"],"computed_at":"2026-10-24T06:02:35Z"},"pay":{"stated_usd_annual":90000,"is_top_pay":true},"html_url":"https://alion.io/job/pilot-fiber-customer-experience-specialist","json_url":"https://alion.io/job/pilot-fiber-customer-experience-specialist.json","meta":{"generated_at":"2026-10-25T01:12:33Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1858,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-26T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":5524},"rest":"https://alion.io/mcp/rest/get_company?id=5524"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fpilot-fiber-customer-experience-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fpilot-fiber-customer-experience-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fpilot-fiber-customer-experience-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/pilot-fiber-customer-experience-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fpilot-fiber-customer-experience-specialist"}]}