Customer Support Supervisor

Creston•Rockleigh, NJ

9d•Hybrid

About The Position

The Customer Support Supervisor leads a fast-paced pre-sales and post-sales support team. This hands-on role coaches and develops team members, handles escalated customer situations, and partners with Sales and executive leadership to deliver a strong customer experience from initial inquiry through long-term success. The position is based in Rockleigh, NJ or Plano, TX, with a hybrid work arrangement. The supervisor oversees team development, scheduling, hiring, and performance; manages complex customer escalations; supports Sales and high-value accounts; monitors support metrics and processes; and collaborates across departments to improve the customer experience. The role is suited to someone comfortable in a high-volume, high-energy environment who can remain calm and solution-focused in challenging situations.

Requirements

High school degree or GED required.
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, such as SAP and Salesforce.
Comfort working with metrics and using data to drive decisions.

Nice To Haves

Bachelor’s degree preferred.
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.

Responsibilities

Lead, mentor, and motivate customer support representatives across pre-sales and post-sales functions.
Conduct one-on-ones, performance reviews, and real-time coaching; 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 corrective action when necessary.
Serve as the primary escalation point for complex, sensitive, or high-priority customer issues; de-escalate concerns and drive resolutions.
Coordinate with Logistics, Fulfillment, Supply Chain, Enterprise Applications, Technical Support, and other departments to resolve customer issues.
Document escalation trends and recommend process or product improvements to prevent recurrence.
Partner with Sales to support customers through pre-sales and post-sales, including orders, returns, product questions, and 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.
Monitor 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.
Share customer 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.