Customer Support Representative (Concierge)
About the Job
Cityside Fiber is seeking a motivated Customer Service Representative “Concierge” to join our Customer Experience team. This role is responsible for providing exceptional resident, customer service and technical support via phone, email, and chat channels that leaves the person with a feeling of being noticed and taken care of personally with a next-issue resolution mindset. Success in this position requires strong communication skills, adaptability, empathy, and a next-issue resolution focus, along with technical troubleshooting abilities and a collaborative spirit in a fast-paced, startup environment.
Responsibilities
- Become a subject-matter expert in all operational and technical aspects of Cityside Fiber’s customer and technical support processes
- Provide frontline and escalated support to field technicians and Concierge agents for complex issues
- Deliver exceptional customer service via phone, email, and chat, ensuring each customer feels personally cared for
- Diagnose and resolve advanced technical issues—particularly home networking challenges—efficiently and empathetically
- Educate customers on our products and services, recommending solutions to enhance their internet experience
- Coordinate cross-departmental collaboration to drive issue resolution, escalating to senior leadership when necessary
- Develop, maintain, and update training programs covering systems, processes, procedures, and soft-skills development
- Participate in on-call, weekend, and holiday support rotation as the operation scales
- Work in and contribute to an atmosphere of trust, integrity, and collaboration.
Qualifications
- Bachelor’s degree in a related field or equivalent practical experience
- 3+ years of B2C customer service experience in the telecom or networking technology industry
- 3+ years of technical support experience for residential or business customers, with advanced home-networking expertise
- Proven ability to solve complex problems analytically and creatively, maintaining composure under pressure
- Excellent verbal and written communication skills, with experience collaborating across all organizational levels
- Proficiency with Microsoft Office, JIRA, GoTo (or similar platforms)
- Demonstrated ability to develop support operations and processes in a startup environment
- Empathetic, team-oriented mindset with a passion for customer success and continuous improvement
About Cityside Fiber
Cityside Fiber is on a mission to deliver high-quality, reliable internet to communities through innovation and a people-first approach. Headquartered in Irvine, CA, we are an emerging telecommunications provider expanding rapidly due to high demand. Our culture is built on innovation, accountability, and trust, and we seek independent thinkers who want to contribute to something big.
Location
Headquarters in Irvine, CA. [May require travel depending on role.]
Compensation & Benefits
- Competitive salary: $25/hr.+ (dependent on experience)
- Company-sponsored medical & dental for employees (Subsidized for dependents)
- 401(k) with company match
- Paid Time Off (PTO), sick leave, and holidays
- Growth opportunities & career development programs
Why Cityside Fiber?
Cityside Fiber believes that we all deserve amazing internet! Our core purpose is to create networks that better enable life-changing connectivity in our communities by daring to be different and having our team members put people first all while having fun. We’re building a next-generation internet provider with a focus on innovation, accountability, and trust. At Cityside Fiber, you’ll work with a passionate team, have room for growth, and make a real impact.
How to Apply
For immediate consideration, submit your resume through our careers site. No phone inquiries, please.
Visit our website at www.citysidefiber.com
Cityside Fiber is an Equal Opportunity Employer, committed to diversity and inclusion.