Community Support Supervisor

City of Burlington NC • Nc 27258, NC

4d • Onsite

About The Position

The Community Support Supervisor leads a team of Community Support Specialists and oversees customer service and administrative operations related to animal intake, adoption, pet help support, and field services at the Burlington Animal Services Pet Adoption and Resource Center. The role provides staff leadership, training, scheduling, and performance management while ensuring the public receives professional, compassionate assistance with animal welfare concerns and available resources. It requires independent work and collaboration with staff, volunteers, customers, and community partners in a fast-paced environment. The typical schedule is 8 a.m. to 5 p.m., including weekdays and Saturdays, with some evening requirements at times. The work is primarily indoors.

Requirements

• Associate degree in a related field and 1 year of work experience, or high school diploma/GED equivalency and 3 years of work experience.
• Valid driver's license.
• Fear Free Certification, or ability to obtain it within the first six months of employment.
• Knowledge of humane animal care, shelter operations, and applicable laws, regulations, and procedures.
• Ability to train, schedule, evaluate, and manage staff performance.
• Strong communication, customer service, critical-thinking, and problem-solving skills, including the ability to maintain professional relationships and boundaries.
• Ability to manage competing priorities, handle stressful situations, and exercise sound judgment under pressure.
• Ability to maintain records, prepare reports, handle money, operate office equipment and multi-line phone systems, and use Microsoft Office applications.
• Ability to learn Chameleon software.
• Ability to sit, walk, stand, and perform repetitive motion involving frequent computer typing; lift at least 25 pounds and handle animals as needed.
• Ability to work in conditions that may occasionally involve aggressive animals, zoonotic diseases, and distressed customers.

Nice To Haves

• Supervisory experience.
• Experience in high-volume public contact work, particularly in animal welfare or social/human services.
• Oral and written fluency in both English and Spanish.

Responsibilities

• Supervise, train, schedule, and evaluate staff; address performance concerns, approve digital timecards, and support staff development and work-life balance.
• Ensure adequate staffing, efficient workflows, and effective service delivery.
• Resolve escalated inquiries, complaints, and safety concerns and provide animal welfare guidance and assistance with intake, adoption, lost pet recovery, sterilization, and support services.
• Coordinate with department staff, volunteers, partner agencies, and community organizations to address public needs.
• Dispatch field service calls and manage virtual appointments.
• Maintain accurate animal, customer, and service records in Chameleon; photograph incoming animals and upload images; and ensure compliance with applicable laws, policies, and procedures.
• Collect fees, prepare deposits and financial reports, and maintain required records.
• Conduct daily animal inventories and ensure accurate documentation.
• Perform related duties as assigned to support departmental operations and service objectives.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree