Job Details

Customer Experience Concierge – Fiber Internet Services

Location: Irvine, CA | Shift: Flexible availability

About the Role

We're looking for a motivated, people-first Customer Experience Concierge to join our growing Customer Experience team. In this role, you'll be the voice of our brand — delivering exceptional service and technical support via phone, email, and chat that makes every customer feel genuinely noticed and taken care of. If you have a helpdesk or tech support background and love solving problems while building real connections with customers, this one's for you.

This is a fast-paced, startup environment where adaptability, empathy, and a next-issue resolution mindset are as important as technical skills. You'll work closely with Field Services, Sales, and Community Engagement teams to ensure a seamless customer experience from first contact through installation and beyond.

What You'll Do

• Make outbound calls to customers and residents with status updates on new orders, post-work-order follow-ups, and ticket follow-ups
• Schedule and confirm appointments ahead of pre-construction walkthroughs, drop installations, and ONT installs
• Perform end-of-day schedule optimization using scheduling tools to maximize technician efficiency
• Conduct failed drop follow-up calls to confirm customer readiness and consent for next steps
• Resolve inbound and outbound customer inquiries related to new orders, installations, and technical support with urgency and full issue resolution
• Respond promptly to service availability inquiries via phone and email, providing accurate information on fiber internet services
• Conduct customer satisfaction follow-up calls to ensure a positive experience
• Support Sales and Community Engagement teams with resident and customer needs
• Contribute to a culture of trust, integrity, and collaboration

What We're Looking For

• 2+ years of customer service experience in the telecom or networking industry (B2C focus)
• 2+ years of technical support or helpdesk experience supporting B2C or B2B customers
• Strong technical aptitude — IP networking, IoT, Wi-Fi, and consumer hardware/software troubleshooting experience with the ability to explain issues in plain language
• Proven problem-solving, analytical, and organizational skills
• Excellent verbal and written communication skills
• Proficiency in Microsoft Office, JIRA, GoTo, or similar CRM/ticketing platforms
• Experience in a startup or high-growth environment is a plus
• Familiarity with fiber internet technology and market trends is a plus
• Prior experience working alongside Field Support or Field Services teams is a plus