Customer Support Supervisor
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About The Position
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. The Tier I Supervisor reports to the Director of Support and leads a team of Tier I Representatives and leads. 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. The ideal candidate will be focused on meeting and exceeding client Key Performance Indicators (KPIs), maintaining Service Level Agreements (SLAs), and ensuring staffing levels are optimized.
