Provalus is seeking a Team Lead (3+ years of management or supervisor experience required) to guide a team of Specialists supporting brand-new fiber customers through their critical first 90 days of service.  This role combines hands-on floor leadership with performance coaching, quality oversight, and operational problem-solving — ensuring the team consistently delivers fast, accurate technical resolutions and a strong customer experience across broadband, in-home Wi-Fi, and voice support. 

All positions are full-time with set schedules, professional training and development, and opportunities for career advancement. Start your career today!  

WHY WORK FOR PROVALUS 

Provalus is a 100% U.S.-based company on a mission to create meaningful technology and customer experience careers in rural American communities where opportunities have traditionally been limited. Instead of sending work overseas, Provalus invests in small towns—building local Centers of Excellence (including locations such as North Wilkesboro, NC and Tahlequah, OK) and developing talent from within those communities. 

Key Reasons to Join Provalus 

1. Real Career Path, Not Just a Job Provalus hires people and actively develops them. Many team members start with customer support and advance into higher-level technical, quality, or leadership positions. On-the-job training is provided, and the company emphasizes skills growth and internal promotion. 

2. Paid Training with No Experience Barrier Formal tech experience is not required for many entry-level roles. Provalus invests in training so you can learn systems, processes, and customer support skills while getting paid. This makes it an accessible starting point for people looking to build a long-term career in technology services. 

3. Full-Time Stability and Benefits Positions are full-time with set schedules. Employees receive professional development support, opportunities for advancement, and a benefits package that includes COMPANY PAID HEALTHCARE.  

4. Purpose-Driven Work in Your Community Provalus is built around revitalizing rural economies. Team members work for a company that deliberately chooses small-town locations and hires locally. For many employees, this means building a career close to home while contributing to the economic growth of their own community. 

5. Supportive, Team-Oriented Environment. The culture emphasizes collaboration, mentoring newer team members, and continuous improvement. Employees are encouraged to share frontline insights that improve processes and customer experience.  

6. Growing Company with Expanding Opportunities Provalus continues to open and expand sites across the U.S., creating more roles and advancement paths. As the company grows, high performers have increased opportunities to take on greater responsibility, move into specialized technical work, or step into leadership. 

Who Thrives at Provalus 

People who succeed here typically value clear structure, customer interaction, steady full-time work, and the chance to grow skills over time. Strong communication, reliability, a calm approach under pressure, and a willingness to learn are more important than prior technical  

THE JOB 

Provalus is seeking a Team Lead to guide a team of Specialists supporting brand-new fiber customers through their critical first 90 days of service. This role combines hands-on floor leadership with performance coaching, quality oversight, and operational problem-solving — ensuring the team consistently delivers fast, accurate technical resolutions and a strong customer experience across broadband, in-home Wi-Fi, and voice support. 

Responsibilities include: 

• Lead, coach, and develop a team of Tier 1 Specialists handling inbound technical support and outbound follow-up calls. 

• Monitor individual and team 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 technical issues; partner with training and operations teams to address root causes. 

• Ensure accurate use of internal systems for trouble ticketing, dispatch decisions, and documentation across the team. 

• Support onboarding and training of new Specialists, reinforcing both 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 or cross-functional customer 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. 

Role requirements include: 

• HS Diploma or GED required; Associate's or Bachelor's degree a plus. 

• 2+ years of experience in technical/call center support, with prior experience in telecommunications or broadband strongly preferred. 

• 1+ years of experience leading, coaching, or mentoring a team, formally or informally. 

• 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. 

• Strong problem-solving skills, with the ability to identify and address root causes of recurring issues. 

• Excellent communication skills, both with team members and in escalated customer situations. 

• Ability to thrive and lead others in a high-intensity, fast-paced, metrics-driven environment. 

Preferred Experience: 

• Direct experience supervising a fiber/broadband technical support team. 

• Familiarity with dispatch operations and technician coordination. 

• Experience partnering cross-functionally with training, quality, or operations teams to drive process improvements. 

What We Offer: 

• Paid, structured on-the-job training — no experience necessary to get started. 

• Clear path for career growth and advancement into more senior or leadership roles. 

• Supportive team environment with ongoing coaching and mentorship. 

Job Type: Full-time Work Location: In person