Zentro is one of the fastest-growing internet service providers in the country, and we’re not about to stop there.

We’re putting the corporate giants on notice by providing residential and business customers with remarkably fast, exceptionally reliable internet service for less. And we’re doing it all with uncommonly responsive customer service and technical support — something the other guys can only manage in their dreams. Maybe.

READY TO BECOME A ZENTRO PRO?

Keeping internet connections up and running all day every day is kind of a big deal, and our people are proud to be doing it. Some might consider us the unsung heroes of the digital age. That’s what we think of ourselves anyway. Every person and every role here is important, and the positive energy you bring to work with you has tremendous value.

Zentro Pros come to work every day excited to make an impact. If you have an entrepreneurial spirit like we do, a strong work ethic, and a common-sense style to conducting business, there’s no doubt you’d fit right in. Zentro leadership also places great value on initiative, rewarding employees who exceed goals and expectations. So, if you’re a real go-getter, you’re definitely going to get noticed.

A COMFORTABLE PLACE TO DO YOUR BEST WORK

It’s no secret – happy people do better work. So we proudly provide a pleasant, highly functional work environment where our Zentro Pros can find their center and excel. Our headquarters is presently situated in Chicago’s burgeoning West Loop tech hub, surrounded by fast-growing technology companies of all kinds and sizes. We’re a short distance from public transportation, not to mention a growing variety of Michelin-rated restaurants, entertainment venues, and the Fulton Market District. With a job here, work is only the beginning.

A SOFT SPOT FOR THE PEOPLE WE SERVE

Zentro is proudly committed to playing an important role in the communities we serve. We’ve even partnered with large municipalities (like the City of Chicago) to provide free Wi-Fi to parks and beaches. It’s all about keeping people connected wherever they go. But, seriously, enough about us…we’re really excited to learn more about YOU!

Customer Support Tier 1 Sales Supervisor

Remote

Full Time

Mid Level

Job Title: Tier 1 Customer Support Sales Supervisor
Location: Fully remote
Reports to: Director of Support

About Us
Zentro is one of the largest independent internet service providers focused exclusively on multi-dwelling units (MDUs) in the United States. Following our recent merger with BAI Connect, Zentro now serves over 100,000 subscribers across key markets including Chicago, Los Angeles, and Detroit.

We specialize in delivering bulk internet and managed Wi-Fi solutions purpose-built for apartment communities, high-rises, and mixed-use developments. Our fully owned network infrastructure, resident-first support model, and tailored technology stack enable us to offer a refreshingly different alternative to legacy providers - one rooted in simplicity, reliability, and satisfaction.

Role Overview
We’re looking for a motivated and customer-focused Sales Supervisor with Tier 1 support responsibilities to lead a team of call center agents. This role combines sales leadership with technical support oversight, ensuring our customers receive excellent service while driving sales growth and team performance.

Essential Duties and Responsibilities:

Team Leadership & Coaching

Supervise a team of call center sales and support representatives.

Monitor daily operations to ensure quality, efficiency, and target achievement.

Hire, coach and train team members to acquire the knowledge, skills, and capabilities to meet and exceed performance expectations. Assist with new hire training

Implement and review operational protocols and processes to maximize efficiency. Coordinate with other departments to create processes and procedures for departmental success

Ensure key performance metrics and overall company goals are achieved, including monthly customer satisfaction, quality, and productivity targets.

Communicate with the team to ensure representatives are fully informed of all new information related to products, procedures, customer needs, and company-related changes

Other duties and responsibilities as assigned by management

Sales Management

Drive sales of internet products and services through inbound and outbound customer interactions.

Develop strategies to meet or exceed sales targets.

Motivate and engage team members with incentive programs and goal tracking.

Tier 1 Technical Support

Provide frontline troubleshooting for common internet, modem, and connectivity issues.

Assist agents with escalated customer inquiries, resolving issues quickly and effectively.

Document and report recurring technical issues to Tier 2/engineering teams.

Customer Experience

Ensure customers receive professional, empathetic, and solution-focused support.

Monitor call quality and handle escalated complaints.

Promote customer retention and loyalty through exceptional service.

Reporting & Administration

Track and report on sales performance, call metrics, and customer satisfaction.

Ensure compliance with company policies and call center best practices.

Collaborate with management to improve workflows, training, and customer care.

Qualifications

Previous experience in call center supervision, sales, or customer support (internet/telecom industry preferred).

Strong leadership, communication, and motivational skills.

Knowledge of basic internet troubleshooting (modems, routers, connectivity).

Ability to analyze metrics and drive results.

Tech-savvy with CRM/call center software experience a plus.

High school diploma or equivalent.

What We Offer

Competitive salary range of $52-$56k/year

Comprehensive benefits package, including health, dental, and retirement plans.

Opportunity to work with a dynamic team in a growing industry.

Ongoing training and professional development opportunities.

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