Head of Sales & Support

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. Compensation: $75,000 per year base salary + $30,000 annual target commission

We are seeking a motivated and hands-on Residential Sales Supervisor to support and coordinate residential sales activity across both inbound sales and direct sales channels. This role will assist the Residential Sales Manager by helping guide representatives through the full customer journey—from lead follow-up and customer education to closing sales, resolving barriers, and supporting customers through installation readiness.

The Residential Sales Supervisor will provide real-time support to field and inbound sales representatives, help resolve escalations to ensure conversion, monitor performance, reinforce sales processes, and collaborate with internal teams to move sold customers successfully toward installation.

This position will work primarily from the office while also spending time in the field as needed to coach representatives, support territory execution, and address customer or operational issues.

Assist the Residential Sales Manager with daily team coordination, office support, and field activity as needed.
Serve as a real-time point of contact for field representatives, helping resolve customer, territory, access, and order-related issues.
Support inbound sales activity by assisting with lead follow-up, customer questions, serviceability review, order completion, and conversion opportunities.
Help direct sales representatives close residential opportunities by reviewing customer concerns, confirming product fit, reinforcing value, and removing obstacles to purchase.
Partner with sales operations, customer care, construction, dispatch, and installation teams to help sold customers progress from order entry to scheduled installation.
Track pending sales, installation status, customer follow-up needs, and unresolved issues to reduce fallout and improve completed installation rates.
Support customer escalations by coordinating with internal teams, communicating updates, and ensuring timely follow-through.
Coach and support direct sales representatives to improve sales performance, customer interactions, and process compliance.
Monitor sales activity, CRM accuracy, territory coverage, KPIs, and pipeline trends to identify coaching and operational opportunities.
Help communicate daily priorities, campaign updates, territory assignments, and process changes to the team.
Collaborate with internal departments to support customer acquisition, issue resolution, and a professional customer experience.

Previous experience in inbound sales, direct sales, field sales, residential sales, telecommunications, broadband, or a related customer-facing sales environment preferred.
Prior leadership, team lead, coaching, training, or supervisory experience preferred.
Strong communication skills with the ability to provide clear direction, real-time support, and professional customer follow-up.
Ability to remain organized and responsive while balancing office responsibilities, field needs, customer escalations, and administrative follow-through.
Comfortable reviewing sales activity, CRM data, pipeline status, performance reports, and basic KPIs to support coaching and decision-making.
Demonstrated ability to motivate others, reinforce accountability, and support a positive team culture.
Strong problem-solving skills and sound judgment when handling customer concerns, field issues, and operational challenges.
Customer-first mindset with a commitment to long-term relationships, ethical sales practices, and excellentcustoemr experience.
Proficiency with CRM systems, Microsoft Office, mobile communication tools, and sales reporting platforms preferred.
Valid driver’s license and reliable transportation required for field visits, territory support, and customer-facing activity as needed.