Sales Supervisor

Archtop Fiber; City of Kingston (NY); On-site; USD 90,000 - 105,000; Full time

Job summary

Archtop Fiber, a Hudson Valley broadband provider, is seeking a hands-on Residential Sales Supervisor to guide inbound and direct sales teams through the full customer journey. You will coach field reps, resolve escalations, monitor performance, and collaborate with operations to move customers from inquiry to installation, with office-based work and field time as needed.

Compensation includes $75,000 base salary plus $30,000 target commission, with strong earning potential for top performers in

Qualifications

• Experience in leading sales teams in a telecom/broadband or similar high-volume environment.
• Ability to coach and motivate field reps to improve conversions and performance.
• Strong organization and communication skills for coordinating cross-functional teams.
• Proven track record in managing customer inquiries through installation readiness.
• Familiarity with CRM systems and order management processes.
• Ability to monitor KPIs and sales pipelines to identify coaching opportunities.
• Comfort with fieldwork and office-based hybrid work.
• Results-driven mindset with a focus on customer experience.
• Collaborative approach to working with operations, care, and dispatch teams.
• Knowledge of local Hudson Valley market a plus.
• Ability to handle escalations and deliver timely updates to stakeholders.
• Willingness to travel to field sites as needed.

Responsibilities

• 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.

Skills

Sales coaching

CRM proficiency

Lead follow-up

Customer education

Order management

Tools

CRM software

Office suite

Job 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.

Job Summary

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.

Job Responsibilities

• 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.

Qualifications

• 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.