Customer Experience Specialist

Pilot

. Onboard customers from sales handoff through service activation .

Posted 10/9/2026full-timeNew York City • New York • United StatesJuniorMid-Level💰 $65,000 - $90,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer onboarding capabilities, effectively managing multiple projects while ensuring high-quality communication and customer satisfaction. Possesses intermediate technical acumen to translate complex concepts into clear messaging and solutions.

Highest-signal resume keywords

Customer Onboarding ManagementProject ManagementWritten And Verbal Communication SkillsTechnical AcumenCustomer Relationship Building

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Project ManagementCustomer Data ManagementTechnical Concept CommunicationCustomer Retention StrategiesUpsell Strategies

Soft Skills

Attention To DetailProblem-SolvingMultitaskingIndependenceRelationship Building

Industry Keywords

Customer ExperienceService ActivationCross-Functional AdvocacyCustomer Concerns ManagementHybrid Work Environment

About the role

Key responsibilities & impact

Onboard customers from sales handoff through service activation
Guide customers through installation and demonstrate the ease of doing business with Pilot
Manage multiple onboarding projects simultaneously
Coordinate with Service Delivery teams, including Construction, Network Operations & Support, and Fiber Engineering
Keep customers regularly updated throughout onboarding
Coordinate customer upgrades and service transfers
Serve as the primary escalation point for high-priority customer issues
Respond promptly and effectively to customer concerns
Implement proactive and reactive customer retention and upsell strategies
Advocate for customer needs cross-functionally
Maintain organized, up-to-date customer data across internal platforms
Provide qualitative and quantitative data to the team and management
Propose solutions to improve the customer experience

Requirements

What you’ll need

College degree or equivalent work experience
2-4 years of direct, customer-facing experience
Outstanding written and verbal communication skills
Ability to tailor messaging strategy for different audiences
Ability to turn complex technological concepts into clear, multichannel communications
Intermediate technical acumen and ability to grasp technical concepts quickly
Ability to effectively manage multiple small projects from start to finish
Ability to 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
Ability to build effective relationships across teams
Ability to leverage internal and external resources to solve problems
Visa sponsorship is not available
Ability to commute to Manhattan, NYC and work in a hybrid setting

Benefits

Comp & perks

Company-sponsored Medical, Dental, Vision Coverage
Company-sponsored 401(k)
Commuter & Wellness Reimbursement
Competitive PTO