Customer Service Supervisor

At Archtop Fiber, our mission is to be the true fiber of your community! We believe in the power of local connectivity and dedication to bridging the digital divide in rural and suburban cities across the Hudson Valley and beyond. We have seen how larger cities often receive priority for broadband infrastructure upgrades, leaving smaller communities underserved. That’s why we prioritize serving “Main Street” communities by investing up to $350 million in private funding to build over 2,500 miles of fiber-optic infrastructure.

Job Summary

Archtop Fiber is seeking an experienced and results-driven Customer Experience Supervisor – Inside Sales to lead our Kingston-based Customer Experience team. This on-site leadership role is responsible for supervising a team of Customer Experience Representatives, driving sales performance, ensuring exceptional customer experiences, and supporting the achievement of company growth objectives.

The ideal candidate is a hands-on leader who thrives in a fast-paced environment, excels at coaching and developing employees, and is passionate about delivering outstanding customer service while maximizing sales opportunities. This role oversees daily operations, monitors team performance, identifies opportunities for improvement, and fosters a high-performance culture focused on customer satisfaction, revenue growth, and employee engagement.

Job Responsibilities

• Supervise, coach, and develop a team of Customer Experience Representatives responsible for inbound sales, customer support, retention, and service-related inquiries
• Drive team performance to meet and exceed sales, retention, customer satisfaction, productivity, and quality goals
• Monitor daily calls, chats, and customer interaction activity to ensure service excellence and sales effectiveness
• Conduct regular coaching sessions and development planning with team members
• Provide real-time support and guidance for escalated customer concerns, complex sales opportunities, and retention situations
• Analyze team and individual performance metrics, identify trends, and implement action plans to improve results
• Ensure consistent execution of sales strategies, promotions, referral programs, and customer retention initiatives
• Partner with leadership to develop and implement processes that improve operational efficiency and customer experience
• Ensure accurate documentation of customer interactions, sales activities, and follow-up actions within company systems
• Collaborate with Marketing, Operations, and other departments to support customer acquisition and retention efforts
• Lead team meetings, training sessions, and performance discussions to communicate goals, initiatives, and best practices
• Serve as a role model by demonstrating exceptional customer service, professionalism, and sales leadership
• Maintain a strong understanding of Archtop Fiber products, services, promotions, and competitive positioning

Job Requirements

• High School Diploma or equivalent required; associate or bachelor’s degree preferred
• Minimum of 3–5 years of customer service, sales, retention, or call center experience
• Minimum of 1–2 years of leadership, supervisory, or team lead experience preferred
• Strong understanding of sales, customer retention, and customer experience best practices
• Proficiency with Microsoft Office applications, including Word, Excel, and PowerPoint
• Experience using CRM, customer management, or call center platforms preferred
• Strong organizational skills with the ability to prioritize multiple tasks and responsibilities
• Ability to work effectively in a fast-paced, evolving environment
• Telecom, broadband, or technology industry experience preferred but not required