Sales Support Lead — Drive Seamless Enterprise Delivery

Lumos Fiber; High Point (NC); On-site; USD 120,000 - 150,000; Full time

Benefits offered by this job

Health insurance

Bonus options

Paid time off

HSAs and FSAs

Life and disability insurance

Employee assistance program

401K with employer match

Wellness program

Employee referral bonuses

Employee discounts

Job summary

Lumos Fiber is seeking a Senior Manager of Sales Support to lead Business, Enterprise, and MDU teams, ensuring seamless order-to-delivery experiences. You will drive coaching, performance KPIs, and scalable processes in a fast-moving environment.

In this hands-on leadership role, you will partner with Sales, Engineering, and Field Operations to resolve issues, improve order lifecycles, and deliver exceptional customer experiences, while building a high-performing team across multiple channels

Qualifications

• Experience leading sales support teams, including coaching and development of staff.
• Strong track record establishing KPIs, productivity goals, and SLAs.
• Experience with call center platforms like Calabrio/Five9 or similar.
• Able to analyze performance data to drive improvements.
• Excellent cross-functional collaboration skills across Sales, Engineering, and Operations.

Responsibilities

• Lead, mentor, and develop Sales Support teams across Business, Enterprise, and MDU.
• Oversee Service Delivery Call Center operations, including staffing, scheduling, and payroll.
• Set and monitor productivity goals and KPIs for the team.
• Analyze workload and adjust staffing to meet demand and timelines.
• Improve sales order processes to shorten cycle times while ensuring accuracy.
• Utilize Calabrio and Five9 to monitor performance and adherence.
• Partner with Sales, Service Delivery, Engineering, and Field Ops to resolve issues.
• Communicate changes and updates clearly across the team.
• Identify and implement process improvements for efficiency and scalability.
• Lead cross-functional projects aligned to business goals and customer experience.

Skills

Sales support

Leadership

KPIs

Call center

Process improvement

Cross-functional

Analytical thinking

Communication

Tools

Calabrio

Five9

Job description

Lumos Fiber is seeking a Senior Manager of Sales Support to lead Business, Enterprise, and MDU teams, ensuring seamless order-to-delivery experiences. You will drive coaching, performance KPIs, and scalable processes in a fast-moving environment.

In this hands-on leadership role, you will partner with Sales, Engineering, and Field Operations to resolve issues, improve order lifecycles, and deliver exceptional customer experiences, while building a high-performing team across multiple channels