Supervisor - Client Relations Center

Hermes • New York City, NY

5d • Onsite

About The Position

The Client Relations Center (CRC), an essential part of the eCommerce team, plays a vital role in supporting all aspects of the Hermes.com business while ensuring a seamless omnichannel experience. As the voice of the Maison, we provide expert assistance for client inquiries via phone, email, and live chat, working closely with US boutiques to deliver thoughtful, knowledgeable, and high-touch service. As a CRC Supervisor, you will play a critical role in leading and developing our front-line ambassadors. You will oversee daily operations, support service excellence, and act as a key partner in building a high-performance, client-first culture. You will serve as a third point of escalation for complex cases, a quality ambassador, and a mentor who helps shape the team through coaching, performance development, and process enhancement. You will be responsible for guiding a team of coordinators to ensure a seamless omnichannel client experience. You will partner closely with Training, eCommerce, and Leadership teams to uphold brand values and continuously improve service. The CRC Supervisor is based in the E59 New York, NY Corporate Office.

Requirements

• Minimum 3 years of client service or contact center experience required, preferably in a luxury or high-touch setting
• Proven ability to guide others, exercise sound judgment and prioritize effectively in a fast-paced environment
• Excellent verbal and written communication skills
• Proficiency in Microsoft Office (Excel, Word, PowerPoint, etc.)
• Collaborative spirit and strong worth ethic; thrives in a dynamic, team-oriented culture

Nice To Haves

• Knowledge of French is a plus

Responsibilities

• Supervise day-to-day contact volume across all channels (phone, email, chat), ensuring timely and accurate resolution of inquiries
• Lead by example, providing hands-on support to clients and guiding the team through escalated or sensitive situations
• Deliver regular Quality Assurance of emails and calls to uphold brand standards and identify coaching opportunities
• Review data to identify performance trends, client pain points, and areas for optimization
• Foster a culture of curiosity, ownership, and commitment to excellence through continuous improvement
• Partner with Training and eCommerce teams to enhance product knowledge, omnichannel processes, and service excellence
• Provide real-time coaching and contribute to team trainings and quarterly team meetings
• Monitor daily/weekly/monthly team performance, KPI dashboards and workflow compliance
• Jump into the queue when needed and assist with special projects or operational priorities
• Take part in hiring, onboarding, and mentoring new team members
• Flexible weekend availability required to meet business needs
• All other duties assigned by leadership

Benefits

• Commission and bonus incentives based on sales performance
• Medical, Dental, Vision
• Life Insurance and Disability
• Paid time off (annual vacation of 15 days, 11 company holidays, 3 floating holidays, 2 wellbeing days, and sick & safe time)
• Paid Parental leave and transition time
• 401(k) and Roth Retirement plan with company matching and profit sharing
• Various voluntary benefits such as flexible spending accounts, fitness reimbursement, voluntary life insurance
• Product discount and EAP resources
• Access to Calm App, Health Advocate, Family Building Support and more!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed