Customer Service Supervisor

Job Description

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

The Customer Experience Operations Supervisor is responsible for supporting the operational efficiency of the Customer Experience department. This role focuses on back-office tasks, sales support, troubleshooting, and process improvement. Acting as a subject matter expert on internal systems and workflows, the supervisor ensures smooth coordination between customer-facing teams and internal operations to deliver an exceptional customer experience.

Job Responsibilities

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• Manage back-office tasks related to order processing, account updates, and service requests.
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• Ensure accurate documentation and compliance with internal policies.
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• Assist sales teams with quoting, order entry, and coordination of service delivery.
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• Provide timely and accurate information to support customer onboarding and retention.
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• Serve as a subject matter expert on internal systems, tools, and workflows.
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• Troubleshoot complex issues and escalate when necessary.
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• Identify process gaps and recommend improvements to enhance efficiency and customer satisfaction.
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• Work closely with Customer Experience leadership, technical support, and sales teams to resolve operational challenges.
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• Act as a liaison between departments to ensure seamless communication and execution.
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• Generate and analyze reports related to customer experience metrics, operational performance, and service delivery.
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• Provide insights to leadership for continuous improvement initiatives.
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Job Requirements

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• Associate’s or Bachelor’s degree in Business, Communications, or related field preferred.
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• Demonstrated abilities to manage internal and external resources.
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• 3+ years in customer experience, technical support, or operations roles.
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• Strong knowledge of CRM systems and internal business processes.
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• Excellent problem-solving and troubleshooting abilities.
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• Strong communication and organizational skills.
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• Ability to work independently and manage multiple priorities.
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• Detail-oriented and process-driven.
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• Customer-focused mindset with a commitment to quality.
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• Ability to adapt to changing priorities and work in a fast-paced environment.
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