{"schemaVersion":"jobsearcher.job.v1","id":"672fffe18435c39bd249a36e","url":"https://jobsearcher.com/jobs/672fffe18435c39bd249a36e","canonicalUrl":"https://jobsearcher.com/jobs/672fffe18435c39bd249a36e","title":"Customer Experience Supervisor","description":"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.\nArchtop 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.\nThe 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.\nJob Responsibilities Supervise, coach, and develop a team of Customer Experience Representatives responsible for inbound sales, customer support, retention, and service-related inquiries\nDrive team performance to meet and exceed sales, retention, customer satisfaction, productivity, and quality goals\nMonitor daily calls, chats, and customer interaction activity to ensure service excellence and sales effectiveness\nConduct regular coaching sessions and development planning with team members\nProvide real-time support and guidance for escalated customer concerns, complex sales opportunities, and retention situations\nAnalyze team and individual performance metrics, identify trends, and implement action plans to improve results\nEnsure consistent execution of sales strategies, promotions, referral programs, and customer retention initiatives\nPartner with leadership to develop and implement processes that improve operational efficiency and customer experience\nEnsure accurate documentation of customer interactions, sales activities, and follow-up actions within company systems\nCollaborate with Marketing, Operations, and other departments to support customer acquisition and retention efforts\nLead team meetings, training sessions, and performance discussions to communicate goals, initiatives, and best practices\nServe as a role model by demonstrating exceptional customer service, professionalism, and sales leadership\nMaintain a strong understanding of Archtop Fiber products, services, promotions, and competitive positioning\nJob Requirements At least 3–5 years of customer service, sales, retention. Call center experience required\nTelecom, broadband, or technology industry experience preferred but not required\nMinimum of 1–2 years of leadership, supervisory, or team lead experience preferred\nHigh School Diploma or equivalent required; Associate’s or bachelor's degree preferred\nStrong understanding of sales, customer retention, and customer experience best practices\nProficiency with Microsoft Office applications, including Word, Excel, and PowerPoint\nExperience using CRM, customer management, or call center platforms preferred\nStrong organizational skills with the ability to prioritize multiple tasks and responsibilities\nAbility to work effectively in a fast-paced, evolving environment\nCompensation and Benefits $75,000-$85,000 per year + 5% annual target bonus\nFree Archtop fiber Internet service — where available #fastAF\nHeavily subsidized medical, dental & vision\nHolidays, PTO & flexible work schedules\n401(k) retirement plan\nEmployee Assistance Program (EAP)\nLife, short & long-term disability insurance\nEmployee Referral Program\nEmployee discount programs\n\n#J-18808-Ljbffr","company":"Socket","rawCompany":"socket","city":"Kingston","state":"NY","isRemote":false,"isActive":false,"createdAt":"2026-08-04T03:14:11.418Z","occupations":[{"code":"41-1012.00","title":"First-Line Supervisors of Non-Retail Sales Workers","slug":"first-line-supervisors-of-non-retail-sales-workers"},{"code":"39-1022.00","title":"First-Line Supervisors of Personal Service Workers","slug":"first-line-supervisors-of-personal-service-workers"},{"code":"41-1011.00","title":"First-Line Supervisors of Retail Sales Workers","slug":"first-line-supervisors-of-retail-sales-workers"}],"industries":[{"code":"517111","title":"Wired Telecommunications Carriers","slug":"wired-telecommunications-carriers"},{"code":"335921","title":"Fiber Optic Cable Manufacturing","slug":"fiber-optic-cable-manufacturing"},{"code":"561422","title":"Telemarketing Bureaus and Other Contact Centers","slug":"telemarketing-bureaus-and-other-contact-centers"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Customer Experience Supervisor","description":"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.\nArchtop 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.\nThe 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.\nJob Responsibilities Supervise, coach, and develop a team of Customer Experience Representatives responsible for inbound sales, customer support, retention, and service-related inquiries\nDrive team performance to meet and exceed sales, retention, customer satisfaction, productivity, and quality goals\nMonitor daily calls, chats, and customer interaction activity to ensure service excellence and sales effectiveness\nConduct regular coaching sessions and development planning with team members\nProvide real-time support and guidance for escalated customer concerns, complex sales opportunities, and retention situations\nAnalyze team and individual performance metrics, identify trends, and implement action plans to improve results\nEnsure consistent execution of sales strategies, promotions, referral programs, and customer retention initiatives\nPartner with leadership to develop and implement processes that improve operational efficiency and customer experience\nEnsure accurate documentation of customer interactions, sales activities, and follow-up actions within company systems\nCollaborate with Marketing, Operations, and other departments to support customer acquisition and retention efforts\nLead team meetings, training sessions, and performance discussions to communicate goals, initiatives, and best practices\nServe as a role model by demonstrating exceptional customer service, professionalism, and sales leadership\nMaintain a strong understanding of Archtop Fiber products, services, promotions, and competitive positioning\nJob Requirements At least 3–5 years of customer service, sales, retention. Call center experience required\nTelecom, broadband, or technology industry experience preferred but not required\nMinimum of 1–2 years of leadership, supervisory, or team lead experience preferred\nHigh School Diploma or equivalent required; Associate’s or bachelor's degree preferred\nStrong understanding of sales, customer retention, and customer experience best practices\nProficiency with Microsoft Office applications, including Word, Excel, and PowerPoint\nExperience using CRM, customer management, or call center platforms preferred\nStrong organizational skills with the ability to prioritize multiple tasks and responsibilities\nAbility to work effectively in a fast-paced, evolving environment\nCompensation and Benefits $75,000-$85,000 per year + 5% annual target bonus\nFree Archtop fiber Internet service — where available #fastAF\nHeavily subsidized medical, dental & vision\nHolidays, PTO & flexible work schedules\n401(k) retirement plan\nEmployee Assistance Program (EAP)\nLife, short & long-term disability insurance\nEmployee Referral Program\nEmployee discount programs\n\n#J-18808-Ljbffr","datePosted":"2026-08-04T03:14:11.418Z","dateModified":"2026-08-04T03:14:11.418Z","hiringOrganization":{"@type":"Organization","name":"Socket","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Kingston","addressRegion":"NY","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"672fffe18435c39bd249a36e"},"url":"https://jobsearcher.com/jobs/672fffe18435c39bd249a36e"}}