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Customer Support Tier 1 Sales Supervisor

Customer Support Tier 1 Sales Supervisor

ZentroChicago, IL, US
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Job Description

Job Description

Job Title : Tier 1 Customer Support Sales Supervisor

Location : Fully remote

Reports to : Director of Support

About Us

Zentro is one of the largest independent internet service providers focused exclusively on multi-dwelling units (MDUs) in the United States. Following our recent merger with BAI Connect, Zentro now serves over 100,000 subscribers across key markets including Chicago, Los Angeles, and Detroit.

We specialize in delivering bulk internet and managed Wi-Fi solutions purpose-built for apartment communities, high-rises, and mixed-use developments. Our fully owned network infrastructure, resident-first support model, and tailored technology stack enable us to offer a refreshingly different alternative to legacy providers - one rooted in simplicity, reliability, and satisfaction.

Role Overview

We’re looking for a motivated and customer-focused Sales Supervisor with Tier 1 support responsibilities to lead a team of call center agents. This role combines sales leadership with technical support oversight, ensuring our customers receive excellent service while driving sales growth and team performance.

Essential Duties and Responsibilities :

  • Team Leadership & Coaching
  • Supervise a team of call center sales and support representatives.
  • Monitor daily operations to ensure quality, efficiency, and target achievement.
  • Hire, coach and train team members to acquire the knowledge, skills, and capabilities to meet and exceed performance expectations. Assist with new hire training
  • Implement and review operational protocols and processes to maximize efficiency. Coordinate with other departments to create processes and procedures for departmental success
  • Ensure key performance metrics and overall company goals are achieved, including monthly customer satisfaction, quality, and productivity targets.
  • Communicate with the team to ensure representatives are fully informed of all new information related to products, procedures, customer needs, and company-related changes
  • Other duties and responsibilities as assigned by management

Sales Management

  • Drive sales of internet products and services through inbound and outbound customer interactions.
  • Develop strategies to meet or exceed sales targets.
  • Motivate and engage team members with incentive programs and goal tracking.

    • Tier 1 Technical Support

  • Provide frontline troubleshooting for common internet, modem, and connectivity issues.
  • Assist agents with escalated customer inquiries, resolving issues quickly and effectively.
  • Document and report recurring technical issues to Tier 2 / engineering teams.

    • Customer Experience

  • Ensure customers receive professional, empathetic, and solution-focused support.
  • Monitor call quality and handle escalated complaints.
  • Promote customer retention and loyalty through exceptional service.

    • Reporting & Administration

  • Track and report on sales performance, call metrics, and customer satisfaction.
  • Ensure compliance with company policies and call center best practices.
  • Collaborate with management to improve workflows, training, and customer care.

    • Qualifications

  • Previous experience in call center supervision, sales, or customer support (internet / telecom industry preferred).
  • Strong leadership, communication, and motivational skills.
  • Knowledge of basic internet troubleshooting (modems, routers, connectivity).
  • Ability to analyze metrics and drive results.
  • Tech-savvy with CRM / call center software experience a plus.
  • High school diploma or equivalent.

    • What We Offer

  • Competitive salary range of $52-$56k / year
  • Comprehensive benefits package, including health, dental, and retirement plans.
  • Opportunity to work with a dynamic team in a growing industry.
  • Ongoing training and professional development opportunities.

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    Customer Support Supervisor • Chicago, IL, US

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