Fiber Support Team Lead - Onsite, Paid Training

Provalus; Monticello (KY); On-site; USD 52,000 - 68,000; Full time

Benefits offered by this job

Paid on-the-job training

Career growth path

Team mentorship

Job summary

Provalus is hiring a Team Lead to guide a team of Tier 1 Specialists providing fiber/broadband support during the first 90 days of service. You will coach, monitor quality, and drive quick, accurate technical resolutions for broadband, in-home Wi-Fi, and voice issues.

You will work in a fast-paced, metrics-driven environment, leading performance reviews, on-the-job training, and collaboration with dispatch, provisioning, and operations teams to ensure outstanding customer experience.

Qualifications

• HS Diploma or GED required; Associate's or Bachelor's degree a plus.
• 2+ years of experience in technical/call center support, with telecommunications or broadband preferred.
• 1+ years of experience leading, coaching, or mentoring a team.
• Strong working knowledge of broadband, Wi-Fi, and voice troubleshooting processes and tools (e.g., Eero Insights).
• Demonstrated ability to manage performance metrics and drive team accountability and results.

Responsibilities

• Lead, coach, and develop a team of Tier 1 Specialists handling inbound technical support and outbound follow-up calls.
• Monitor performance against quality, resolution, and efficiency metrics; deliver regular coaching and feedback.
• Handle escalated or complex customer issues that specialists are unable to resolve independently.
• Review trends in call types, dispatch rates, and recurring issues; partner with training and operations teams to address root causes.
• Ensure accurate use of internal systems for ticketing, dispatch decisions, and documentation across the team.
• Support onboarding and training of new Specialists, reinforcing technical troubleshooting skills and customer service standards.
• Balance staffing, call volume, and scheduling needs to maintain service levels during high-demand periods.
• Partner with technician dispatch, provisioning, and other internal teams to resolve systemic issues.
• Champion a culture of accountability, continuous improvement, and strong customer advocacy within the team.
• Report on team performance, trends, and improvement initiatives to senior leadership.

Skills

Strong communication

Leadership experience

Broadband troubleshooting

Customer service focus

Education

HS Diploma or GED

Associate's or Bachelor's degree a plus

Tools

Eero Insights

Job description

Provalus is hiring a Team Lead to guide a team of Tier 1 Specialists providing fiber/broadband support during the first 90 days of service. You will coach, monitor quality, and drive quick, accurate technical resolutions for broadband, in-home Wi-Fi, and voice issues.

You will work in a fast-paced, metrics-driven environment, leading performance reviews, on-the-job training, and collaboration with dispatch, provisioning, and operations teams to ensure outstanding customer experience.