Customer Support Supervisor

We’re looking for a Supervisor of Customer Support to lead our fast-paced pre- and post-sales support team. You’ll be a hands-on leader who coaches and develops team members, steps in on escalated customer situations, and partners closely with Sales and executive leadership to ensure customers have an outstanding experience from first inquiry through long-term success. This role is ideal for someone who thrives in a high-volume, high-energy environment, enjoys growing people, and stays calm and solution-focused when the stakes are high.

This position is a hybrid role based out of Rockleigh, NJ or Plano, TX

Key Responsibilities
Team Leadership & Development

Lead, mentor, and motivate a team of customer support representatives across pre-sales and post-sales functions
Conduct regular one-on-ones, performance reviews, and real-time coaching to build skills and confidence
Identify skill gaps and develop training plans, onboarding programs, and growth paths
Foster a positive, accountable, and collaborative team culture
Manage scheduling, workload distribution, and coverage to meet service level targets
Handle hiring, onboarding, performance management, and, when necessary, corrective action

Escalation Management

Serve as the primary point of escalation for complex, sensitive, or high-priority customer issues
De-escalate frustrated customers and drive issues leading to a positive customer experience
Coordinate with Logistics, Fulfillment, Supply Chain, Enterprise Applications, Technical Support, and other departments to resolve issues to ensure customer satisfaction
Document escalation trends and recommend process or product improvements to prevent recurrence

Sales & Executive Support

Partner with the Sales team to support customers during pre-and post-sales cycle, including orders, returns, product questions and overall customer satisfaction
Ensure smooth handoffs between pre-sales and post-sales teams
Provide executives with timely updates on key accounts, escalations, and customer sentiment
Support strategic or high-value accounts with white-glove service as needed

Operations & Performance Management

Monitor key metrics such as response time, resolution time, CSAT, first-contact resolution, backlog, and quality scores
Analyze data and report on team performance, trends, and opportunities for improvement
Maintain and improve support processes, workflows, and knowledge base content
Ensure consistent quality through case reviews, call monitoring, and feedback loops
Contribute to the evaluation and optimization of support tools and technology

Cross-Functional Collaboration

Act as the voice of the customer, sharing insights and feedback with Executive Management, Fulfillment, Logistics, Supply Chain, Quality, Engineering, Sales, and Marketing
Collaborate with leadership on support strategy, staffing forecasts, and department goals
Participate in special projects and initiatives that improve the customer experience

Qualifications

High School degree/GED required
Bachelor’s Degree preferred

3–5+ years of experience in customer support,
1–2 years in a supervisory, team lead, or management role
Demonstrated experience handling escalated customer issues with professionalism and empathy
Experience supporting both pre-sales and post-sales customers
Excellent written and verbal communication skills, including the ability to communicate effectively with executives
Strong problem-solving, decision-making, and prioritization skills
Proficiency with ERP and CRM platforms (e.g., SAP, Salesforce)
Comfortable working with metrics and using data to drive decisions

Familiarity with sales processes and collaboration with sales teams
Experience building or refining support processes and training programs
Background in workforce management or capacity planning

Per applicable state requirements, the annual pay range for this position ($70,000 - $90,000) which consists of base salary (subject to performance), reflects the hiring range for candidates. Also note, an individual’s offer may vary from this range as it may be impacted by additional factors, including but not limited to the candidate's hiring location, qualifications, experience, and market factors.