Customer Support Supervisor

Careers at Crestron•Rockleigh, NJ

10d•$70,000 - $90,000•Hybrid

About The Position

Crestron Electronics is seeking a hands-on Supervisor of Customer Support to lead a fast-paced team supporting customers before and after sales. The supervisor coaches and develops team members, handles escalated customer situations, and works closely with Sales and executive leadership to provide a strong customer experience from initial inquiry through long-term success. The role is hybrid and based in Rockleigh, New Jersey, or Plano, Texas. The supervisor leads team development and daily operations, manages escalations, supports Sales and executives, monitors performance and service metrics, improves support processes, and collaborates across departments to share customer insights and improve the customer experience.

Requirements

High school diploma or GED.
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 professionally and empathetically.
Experience supporting both pre-sales and post-sales customers.
Excellent written and verbal communication skills, including effective communication 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.
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.

Nice To Haves

Bachelor’s degree.

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, onboarding, and growth plans.
Foster a positive, accountable, collaborative team culture and manage scheduling, workload distribution, and coverage against 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 resolution.
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.
Partner with Sales on pre- and post-sales customer needs, including orders, returns, product questions, and customer satisfaction; ensure smooth handoffs between teams.
Provide executives with timely updates on key accounts, escalations, and customer sentiment, and support strategic or high-value accounts as needed.
Monitor response and resolution times, CSAT, first-contact resolution, backlog, and quality scores; analyze and report on performance and improvement opportunities.
Maintain and improve support processes, workflows, and knowledge base content; ensure quality through case reviews, call monitoring, and feedback.
Contribute to the evaluation and optimization of support tools and technology.
Share customer insights with Executive Management, Fulfillment, Logistics, Supply Chain, Quality, Engineering, Sales, and Marketing.
Collaborate with leadership on support strategy, staffing forecasts, and department goals, and participate in customer-experience improvement projects.