Customer Experience Supervisor

Archtop Fiber is a locally built, fiber-first broadband and communications provider serving the Hudson Valley. We deliver reliable fiber connectivity, modern hosted phone systems, and purpose-built MDU solutions — with a strong commitment to community, responsiveness, and long-term relationships. We are 100% Hudson Valley. 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 At least 3–5 years of customer service, sales, retention. Call center experience required Telecom, broadband, or technology industry experience preferred but not required Minimum of 1–2 years of leadership, supervisory, or team lead experience preferred High School Diploma or equivalent required; Associate’s or bachelor's degree 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 Compensation and Benefits $75,000-$85,000 per year + 5% annual target bonus Free Archtop fiber Internet service — where available #fastAF Heavily subsidized medical, dental & vision Holidays, PTO & flexible work schedules 401(k) retirement plan Employee Assistance Program (EAP) Life, short & long-term disability insurance Employee Referral Program Employee discount programs #J-18808-Ljbffr