Top 20916 Business support manager Jobs in New York Ny

Support Manager
Pilot Fiber —New York, NY
- $110,000 - $140,000 a year
- Nights as needed
- Hybrid work
- Mid-level
- Recruiting
- Leadership
- Health insurance
- Dental insurance
Business Manager
Point72 —New York, NY
- $200,000 - $300,000 a year
- Mid-level
- Office
- 3 years
- Health insurance
- Tuition reimbursement
Associate Manager, Premier Support (Customer Experience)
Ramp —New York, NY
- $100,000 - $132,000 a year
- Weekends as needed
- Hybrid work
- Analysis skills
- Home Health
- APIs
- Travel reimbursement
- AD&D insurance
12d
Business Relationship Manager
Freshfields —New York, NY
- $120,000 - $200,000 a year
- Email
- Mid-level
- Office
- Analysis skills
Regional IT Support Manager
Akin —New York, NY
- $120,000 - $170,000 a year
- Full-time
- 5 years
- Mid-level
- Analysis skills
- Health insurance
- 401(k)
Customer Success Manager
Whatnot —New York, NY
- $113,000 - $155,000 a year
- Full-time
- Hybrid work
- Mid-level
- Paid parental leave
- Health insurance
Manager, Workforce Operations
Whatnot —New York, NY
- $140,000 - $160,000 a year
- Full-time
- 6 years
- Mid-level
- SQL
- Paid parental leave
- Health insurance
5d
Support Account Manager
Canoe Intelligence —New York, NY
- $90,000 - $110,000 a year
- Hybrid work
- Mid-level
- Organizational skills
- Analytics
- Health insurance
- Dental insurance
Manager, Customer Experience
Pilot Fiber —New York, NY
- $115,000 - $140,000 a year
- Full-time
- Hybrid work
- Recruiting
- Senior level
- Leadership
- Health insurance
- Dental insurance
Account Manager
Fanatics Collectibles —New York, NY
- $107,500 - $133,750 a year
- Call employer
- Research
- Mid-level
- Analysis skills
Quick Apply
Customer Support Team Manager
Topline Pro —Brooklyn, NY
- $110,000 - $140,000 a year
- Full-time
- Recruiting
- Senior level
- Leadership
- Health insurance
- Dental insurance
Business Operations Manager
ALLIANCE NEW ENERGY CO LTD —New York, NY
- $70,000 - $100,000 a year
- Full-time
- Remote
- Google Workspace
- Marketing
- English
- Commuter assistance
- Paid holidays
Customer Operations Associate
Outset —Manhattan, NY
- $115,000 - $130,000 a year
- Full-time
- Hybrid work
- Mid-level
- Organizational skills
- 1 year
Quick Apply
Customer Success Manager
Tabs —New York, NY
- $120,000 - $165,000 a year
- Full-time
- 5 years
- Office
- SQL
- Health insurance
- Dental insurance
Quick Apply
BUSINESS ANALYST - NYC
Alexander Group —New York, NY
- $90,000 - $100,000 a year
- Microsoft Excel
- Office
- Finance
Senior Manager, Business Operations
Crusoe —New York, NY
- $195,000 - $235,000 a year
- Full-time
- Office
- 8 years
- Analysis skills
- Commuter assistance
- Paid parental leave
Quick Apply
TikTok Shop - Business Development Manager
TikTok —New York, NY
- $121,600 - $208,800 a year
- Mid-level
- 3 years
- Business development
- Paid parental leave
- Paid holidays
Support Manager, Flights
Fora —New York, NY
- $100,000 - $130,000 a year
- Full-time
- 5 years
- Office
- US work authorization
- Commuter assistance
- Health insurance
Quick Apply
Customer Success Manager
Confido —New York, NY
- $150,000 - $190,000 a year
- Full-time
- Mid-level
- Office
- Commercial
- Paid parental leave
- Relocation assistance
Associate, Creator Experience
Shop My —New York, NY
- $60,000 - $75,000 a year
- Office
- Continuous improvement
- Entry level
- Health insurance
- Dental insurance
12d

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Support Manager

Pilot Fiber
New York, NY

Apply Now

Job Details

Full-time
$110,000 - $140,000 a year

Benefits

Health insurance
Dental insurance
401(k)
Paid time off
Vision insurance

Qualifications

Customer communication
Managing teams in a customer support role
Metrics Reporting
Key Performance Indicators
Customer support ticket management
Leading team collaboration initiatives
CRM system proficiency
Process improvement planning
Cross-functional team management
Technical Proficiency
Cross-functional communication
Ticketing system technical support

Full Job 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.

We'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.

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

At 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.

Pilot 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.

VISA SPONSORSHIP NOT AVAILABLE

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Refine Your Search

business support manager jobs in new york ny

Support Manager

Business Manager

Associate Manager, Premier Support (Customer Experience)

Business Relationship Manager

Regional IT Support Manager

Customer Success Manager

Manager, Workforce Operations

Support Account Manager

Manager, Customer Experience

Account Manager

Customer Support Team Manager

Business Operations Manager

Customer Operations Associate

Customer Success Manager

BUSINESS ANALYST - NYC

Senior Manager, Business Operations

TikTok Shop - Business Development Manager

Support Manager, Flights

Customer Success Manager

Associate, Creator Experience

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