Dir of Concierge Services (Customer Success)

Remote (New England, New England

Role	Director of Concierge Services (Customer Success)
Type	Full-time
Location	Remote (New England, U.S.). Fully distributed company — no office. Must be based in New England.
Reports to	Chief Operating Officer
Compensation	Competitive director-level salary · performance bonus tied to customer-satisfaction and growth results · full benefits
Travel	Periodic — New England markets and new-home communities for launches, hiring, and community events

Why this role exists

Fiber wins on the technical specifications of every type of internet; once hooked up, customers live in the experience. All other providers, AT&T, Comcast, local ISPs, and even Starlink, offer little to nothing in the experience — there is nobody to call to help you with anything that uses your internet.

Our Concierge exists to be that somebody. It converts our technical superiority into experienced superiority: a customer's first weeks on our fiber should be the best technology experience of their life, delivered by a person with a name. Customers who get that experience buy the plan that actually fits their household, stay for years, tell their neighbors, and say "no, thank you" when a competitor waves a teaser rate.

This is the biggest open seat in the company. We are not hiring a call-center manager. We are hiring the person who will personally be the best Concierge we have, co-build the tools with our engineers, and then hire, train, build, and lead everyone who does it after them.

About our company

We design, build, acquire, and operate fiber-to-the-home networks nationwide. Under our operating platform, our networks serve customers under local brands:

Roughly 5,000 customers are on our networks today, with committed institutional infrastructure capital behind the growth plan and a national pipeline of developer, homebuilder, municipal, utility, and acquisition opportunities. We are a fully remote company — leadership lives in Vermont, Maine, California, Michigan, and Colorado — with strong engineering, network operations, and finance teams already in place. This hire will build Concierge.

About Platform Concierge

Concierge is a white-glove, human-delivered technology setup service for every customer on every network we operate — anyone placing a new order and anyone who already has service. Customers order and schedule online in minutes, then meet one-on-one with a real Concierge — video chat, regular chat, or a phone call, whichever they prefer — who gets their connected home working:

Streaming TV — set up on any TV and any device (Roku, Fire TV, Apple TV, Chromecast, smart TVs), with a channel lineup matched to what the household actually watches, often for less than cable.
Smart home and IoT — video doorbells, cameras, thermostats, voice assistants, game consoles, connected appliances: connected and working.
Whole-home Wi-Fi — coverage and speed matched to the household's devices and habits.
(Coming soon) Cellular phone and other add-ons — upsell opportunities for additional value-added services.
The right plan — a friendly needs conversation (streaming, gaming, work-from-home, household size) that lands each customer on the right speed tier.

The Concierge stays with the customer until it's done. The finish line: they pick up a remote and can watch whatever they want, on every TV and every device in the house.

Behind every Concierge is a purpose-built module our engineers are developing now: one screen to call, text, email, or video with the customer; the customer's full context in front of you; and real-time intelligence that listens to the live transcript and surfaces exactly what you need — the customer says "I have a Roku," and step-by-step guidance for that exact device appears. The module makes any genuinely kind and helpful person the world's foremost expert on internet-connected things. AI does the preparation so the human can do the relationship.

Two things about Concierge are non-negotiable: a human delivers every session, and the customer leaves delighted.

Every interaction is recorded and transcribed — always with disclosure to the customer — and analyzed for quality, so coaching runs on evidence and the knowledge base gets smarter with every conversation. Every session also doubles as our most natural growth engine: the needs conversation moves customers to the speed tier that fits their household and pairs upgrades with streaming offers — no pressure, at the moment of maximum goodwill.

The role: player-coach, then founder-operator

You will be the executive who builds it all. The sequence matters:

Be the best Concierge in the company — permanently. You deliver sessions yourself from your first weeks: streaming setups, smart-home devices, Wi-Fi tune-ups, plan reviews. You will know this role inside out, upside down, and all around, and you will always be able to take sessions and cover shifts. Your customer time sets the standard and improves the product.
Co-build the system. You work daily with our CTO and Director of Engineering as the voice of the customer and the front line — shaping the one-screen Concierge module, the online order-and-scheduling flow, the session runbooks, the quality-assurance rubric applied to every recorded interaction, and the quick "would you recommend us?" pulse that follows every touch. You define what the tools must do; engineering builds; you prove it on live sessions the same week.
Hire and train to the day-one bar. Our staffing philosophy: the tools carry the product knowledge, so the job requirements as we scale should be — (1) can you read, (2) can you speak, (3) can you use an interface that tells you exactly what to say, and (most importantly, 4) are you a genuinely kind and helpful person people want to talk to? No three-month ramps: hire in the morning, working that day. You recruit for character, design the day-one onboarding that makes that true, and prove it with every cohort.
Manage, measure, and scale. You build an organization obsessed with the customer's experience and run it on numbers: NPS on every interaction, QA scores on every session, bookings and show rates, sessions per Concierge per day, time per interaction, first-contact resolution, Concierge-to-customer ratios, upgrade attach. Meritocracy, fast in both directions: the great ones get more responsibility, bonus, and pay quickly; anyone below the bar is told quickly and kindly, and we move on. Coverage grows with the customer base — evenings, weekends, ultimately 24/7 — and the operation is never dependent on any one person.

Your first year

First 90 days — learn by doing. Deliver real Concierge sessions across our networks; write and refine the session runbooks by running them; sit with engineering daily on module v1; set the QA rubric and the NPS baseline; define the hiring bar, the interview process, and day-one onboarding.

Months 3–6 — first hires. Recruit the first Concierges to the day-one bar and prove day-one productivity; stand up the weekly metrics review; set service levels for the first launch market and hit them.

Months 6–12 — scale. Grow the team with the customer base; manage ratios, coverage hours, and cost per session to plan; deliver measurable results on NPS, churn, upgrade attach, and referrals; build a bench deep enough that the operation runs without you on any given day — including the days you choose to take sessions anyway.

How we will measure you

The same way you will measure your team: NPS per interaction; QA scores on recorded sessions; bookings and show rate; sessions per Concierge per day; time per interaction; first-contact resolution; new-hire time-to-productivity (target: day one); upgrade attach rate; churn versus comparable customers who have not used Concierge; referral rate; and cost per session.

Who you are

A genuinely kind, patient people person — someone customers are glad they reached. In this role that matters more than any credential, and more than in any other job we hire for.
You have built this across more than one brand. You have created a customer-experience function from scratch and extended it across multiple brands, markets, and newly combined companies. Ours will keep growing and changing, and you can hold one standard of service across it all.
Delta, or Disney-grade service instincts. You have lived inside a culture that measures everything about the customer experience — an airline, a hotel group, premium retail or support, a high-touch onboarding or membership business — and you want to build the next one.
You love talking to customers and solving their problems, and you always will. This role never fully leaves the front line. If that sounds like a step down, this is not your job. If it sounds like the whole point, keep reading.
A proven recruiter and leader of front-line teams. You have hired for character, trained fast, coached with numbers, promoted quickly, and parted with misses quickly and humanely.
Comfortable with consumer technology — streaming devices, smart-home gear, home Wi-Fi — and calm when it misbehaves. You do not need to be an engineer; our tools make every Concierge an expert. You need curiosity, patience, and plain-English explanations.
An operator-builder. You give engineers crisp, specific feedback and turn what you learn on live calls into product improvements the same week.
Organized, self-directed, and a strong writer — we are a fully remote company, and we run on clear communication.

Requirements

Authorized to work in the United States.
A dedicated home workspace with reliable high-speed internet. (We are a fiber company. We will notice.)
Comfortable on camera and comfortable being recorded: every customer interaction — including yours — is recorded and transcribed for quality assurance and training, always with disclosure to the customer.
Periodic travel to New England markets and new-home communities for launches, hiring, and community events.
Flexibility as we grow into evening, weekend, and eventually 24/7 coverage. You will set the example before you staff it.

Location and compensation

Remote anywhere in New England. We have no central office; leadership is in Vermont, Maine, California, Michigan, and Colorado. We want someone in New England — currently most of our customers are here, and our founder is in New England and in Boston regularly.

Competitive director-level salary; performance bonus tied to customer satisfaction and growth results; full benefits. As the business grows, this role can grow into a C-suite level.

How we hire for this role

The process is the product — we hire the way we serve: prepared, warm, and fast.

Intro conversation (video, 30–45 minutes).
The audition: a live mock Concierge session. You help a "customer" choose a streaming lineup and set up a device over video, with our tools in front of you.
A working session with our executive team: how you would set the hiring bar, the QA rubric, and your first 90 days.
References and background check — including people you have served and people you have led.
Offer.