Support Operations Specialist
About the Job
Cityside Fiber is looking for a Support Operations Specialist who can represent the company, think on their feet, communicate well in various situations, and is committed to customer success for both customers and internal stakeholders. The right candidate will work well with others and maintain a professional, courteous, and fun attitude through all types of situations. You are skilled at both giving and receiving direction while collaborating on multiple projects, and you thrive in a startup environment of ambiguity and opportunity where creative problem-solving is valued and needed.
This is an opportunity to help define and shape a world-class support team from the ground up. The Support Operations Specialist is responsible for providing escalated support, training, knowledge-base activities, and escalation management, supporting the operational backbone of our Concierge (CX) and Technical Services (TS) teams.
Responsibilities
- Provide escalated customer and technical support, staying active in the queue to remain connected to the voice of the customer.
- Serve as a Customer Support Subject Matter Expert, partnering with internal teams and external vendors. Supporting customer escalation management.
- Participate in on-call, weekend, and holiday coverage.
- Own and optimize end-to-end support workflows across Concierge (CX) and Technical Services (TS).
- Manage ticket routing, queue structure, and escalation paths to ensure clear ownership and efficient handling.
- Build and maintain the Single Source of Truth, including the knowledge base, SOPs, and process documentation.
- Develop and maintain training materials that reinforce tools, workflows, and operational standards.
- Analyze key operational metrics (volume, backlog, aging, AHT, FCR, CSAT, CES) and translate insights into action.
- Lead backlog and aging reviews, driving accountability and timely resolution.
- Identify process gaps across CX, TS, and partner teams; design and implement scalable improvements.
- Support automation initiatives to reduce manual work and improve throughput.
- Partner cross-functionally with NOC, Network Engineering, Service Delivery, Construction, and Field teams to resolve root causes and improve customer experience.
- Support operational readiness for new products, partners, and service changes.
- Maintain and optimize support tools, including ticketing systems, knowledge base, telephony, and reporting platforms.
- Work in and contribute to an atmosphere of trust and integrity with fellow employees to ensure the overall success of Cityside Fiber.
- Understand and uphold Cityside Fiber's core purpose and values and be passionate about what we do.
Qualifications
- 5+ years in Customer Experience and/or Technical Support (B2B and/or B2C) across call centers, field, and remote environments.
- Strong experience in installation, configuration, and troubleshooting of hardware and software systems.
- Proven ability to analyze and resolve complex technical issues with a root-cause mindset and ability to document Root Cause Analysis (RCA) reviews.
- Experience with tools such as Dialpad, GoTo, CRM/support platforms, Contact Center technologies, and Microsoft Office.
- Telecommunications experience a plus.
- Ability to balance operational work and project-based initiatives simultaneously.
- Strong problem-solving, organizational, and communication skills (written and verbal).
- Experience in a startup or fast-paced environment preferred.
- Strong operational and process design mindset with a continuous improvement and automation focus.
- Ability to influence without direct authority and communicate clearly across technical and non-technical teams.
- Data-driven with the ability to translate metrics and insights into meaningful action.
- Demonstrates the highest level of integrity, intellectual honesty, and strong work ethic.
- Strong team player who acts like an owner and is ultimately focused on delivering results with high standards.
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: $28-$32 per hour (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.