Customer Support Supervisor

What You’ll Do

• Lead, coach, and develop a team of Customer Support Advisors to achieve service, quality, and performance goals.
• Manage day-to-day customer support floor operations, including staffing coverage, call flow, triage, and resource allocation.
• Support representatives with troubleshooting technical issues, answering system or service questions, and educating customers on proper use and maintenance of their CPI Security systems.
• Handle escalated customer concerns with professionalism, empathy, and urgency.
• Monitor floor activity and ensure team members are meeting required standards and key performance indicators.
• Identify, develop, and grow high-performing representatives for future advancement opportunities.
• Address performance gaps by setting clear expectations and providing consistent coaching and feedback.
• Provide regular performance feedback, conduct coaching sessions, and administer performance reviews.
• Ensure employees have the tools, training, product knowledge, and resources needed to succeed.
• Communicate updates, process changes, business impacts, and expectations clearly to team members.
• Respond to employee relations and performance concerns in accordance with company policies.
• Monitor operational metrics, identify trends, and make real-time adjustments to support service goals.
• Take ownership of new, complex, or challenging customer, team member, or cross-functional requests.
• Foster a positive, professional, and accountable team environment aligned with CPI’s core values.

What We’re Looking For

• A high school diploma or equivalent required.
• Minimum of two years of previous supervisory experience required.
• Call center or customer support supervisory experience preferred.
• Experience with Salesforce CRM and workforce management tools preferred.
• Proficiency with Microsoft Excel, Word, and Outlook required.
• Strong customer service, communication, and phone skills.
• Ability to lead, motivate, coach, and manage a team in a fast-paced environment.
• Strong problem-solving skills with the ability to support urgent customer needs and complex escalations.
• Ability to maintain professionalism and courtesy when handling internal and external inquiries.
• Strong attention to detail and ability to monitor performance metrics and trends.
• Ability to maintain a high level of product knowledge, including system features, service offerings, promotions, pricing, and discounts.
• Self-motivated with the ability to take initiative and make sound decisions.
• Ability to build positive, productive working relationships with customers, colleagues, and direct reports.
• Schedule flexibility and willingness to go the extra mile for customers, employees, and the business.
• Commitment to CPI Security’s mission, vision, priorities, and core values.