[Hiring] Customer Support Supervisor @Zentro
Mar 31, 2025 - Zentro is hiring a remote Customer Support Supervisor. 💸 Salary: unspecified. 📍Location: USA.
Role Description
The Tier I Supervisor reports to the Director of Support and leads a team of Tier I Representatives. The Tier I Supervisor resolves complex issues and questions escalated by the team and works with senior management to continuously improve the efficiency and effectiveness of the Company’s services.
- Lead and supervise the day-to-day activities of the Tier I Team
- Ensure key performance metrics and overall company goals are achieved, including monthly customer satisfaction, quality, and productivity targets
- Effectively set and manage work schedules, including time off requests, to optimize productivity and employee satisfaction
- Communicate with the team to ensure representatives are fully informed of all new information related to products, procedures, customer needs, and company-related changes
- Establish, monitor and analyze performance metrics and Key Performance Indicators
- Manage performance issues, and issue disciplinary action as necessary
- Hire, coach and train team members to acquire the knowledge, skills, and capabilities to meet and exceed performance expectations
- Assist with new hire training
- Conduct quarterly performance reviews of all team members
- Promptly and professionally resolve complex issues and questions escalated by Tier I agents including escalations
- Implement and review operational protocols and processes to maximize efficiency
- Coordinate with other departments to create processes and procedures for departmental success
- SOP creation in knowledge base system
- Prepare reports for team coaching
- Monitor and manage employee timekeeping and attendance records to accurately calculate hours worked, overtime, and leave accruals
- Facilitate weekly huddles/meetings with leads and agents to communicate company changes to processes
- Assist leads with day-to-day departmental necessities related to WFM, coaching and escalations
- Other duties and responsibilities as assigned by management
Qualifications
- Mid Level experience required
Company Description
Zentro is redefining internet service for multi-family communities by delivering remarkably fast, exceptionally reliable connectivity with an industry-leading 99.99% uptime. We provide a refreshing alternative to the frustrations of legacy providers, offering a seamless experience backed by uncommonly responsive customer support. As the largest independent, highest-rated ISP focused on multi-dwelling unit (MDU) environments, we are transforming how residents get and stay online—today, tomorrow, and beyond.
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| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
|
Salary
💸
unspecified
|
Remote
Location
USA
|
|
Job Type
full-time
|
Posted
Mar 31, 2025
|
| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
