Customer Support Supervisor
Company: Blumenthal Arts
Salary Range: Grade 13
Position Summary
The Customer Support Supervisor supports the day-to-day operation of Blumenthal Arts' Customer Support functions across phone, email, chat, and other service channels. This position provides direct daily supervision and support to Customer Support Representatives, monitors service activity, assists with customer escalations, and helps ensure established procedures and service standards are consistently followed.
The Customer Support Supervisor serves as a working supervisor, providing real-time guidance to staff while actively supporting customer service operations and helping maintain appropriate coverage and workflow throughout the day.
Duties & Responsibilities
Customer Support Operations
- Monitor phone, email, chat, and other customer support channels throughout the day to ensure appropriate coverage and timely response.
- Coordinate daily staff assignments, breaks, and workflow based on customer demand and operational needs.
- Provide real-time guidance to Customer Support Representatives by answering questions and assisting with ticketing, policy, and customer service issues.
- Handle escalated customer concerns that require supervisory assistance or additional problem-solving.
- Monitor customer interactions for accuracy, consistency, and adherence to established procedures and service standards.
- Communicate production information, policy changes, procedural updates, and other operational information to Customer Support staff.
- Identify recurring operational issues and communicate recommended workflow or procedural improvements to the Customer Support Manager.
- Provide performance and event ticketing coverage as operational needs require.
Team Supervision & Development
- Provide day-to-day supervision, coaching, and support to Customer Support Representatives.
- Assist with onboarding and training new Customer Support staff.
- Coach staff on ticketing procedures, customer interactions, departmental policies, and established service standards.
- Assist with maintaining training materials, procedures, and knowledge resources.
- Provide feedback to the Customer Support Manager regarding staff performance, training needs, and development opportunities.
- Provide day-to-day leadership of Customer Support operations when the Customer Support Manager is unavailable.
Operational Support
- Provide direct customer support through phone, email, chat, and other service channels as operational needs require.
- Assist the Customer Support Manager with staffing schedules, coverage adjustments, and other workforce needs.
- Support Customer Support readiness for new productions, on-sales, subscription campaigns, policy changes, and other departmental initiatives.
- Assist with testing and implementing new Customer Support procedures and workflows.
- Perform other related duties as assigned.
Qualifications
Education & Experience
- Associate's degree in business, hospitality, communications, arts administration, or a related field supplemented by at least three years of experience in customer service, call center operations, ticketing, hospitality, live entertainment, or a related field; or an equivalent combination of education, training, and experience that provides the required knowledge, skills, and abilities.
- Previous experience providing supervision, team leadership, training, or coaching in a customer-facing environment preferred.
- Experience with ticketing, CRM, or customer service software systems preferred.
Knowledge, Skills & Abilities
- Strong knowledge of customer service practices and customer support operations.
- Strong customer service, communication, and interpersonal skills.
- Ability to provide clear direction, coaching, and real-time support to Customer Support Representatives.
- Strong problem-solving and decision-making skills with the ability to resolve customer and operational issues.
- Ability to manage daily workflow and adjust priorities based on customer demand and staffing needs.
- Strong attention to detail and commitment to accuracy.
- Ability to manage multiple priorities in a fast-paced customer service environment.
- Proficiency with Microsoft Office 365 and customer service, CRM, or ticketing systems.
- Ability to work collaboratively with supervisors, peers, and staff across the organization.
- Ability to work flexible hours, including evenings, weekends, and holidays as operational needs require.