Supervisor - Client Relations Center

About the role

The Team 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. The Opportunity: 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.

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

Requirements

• No direct reports, but responsible for frontline team support and guidance
• No decision-making responsibility, but makes decisions related to customer experience, service escalations and follow-up protocol

Qualifications

• 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
• Knowledge of French is a plus

Skills

• Strong leadership and supervisory skills
• Exceptional problem-solving and conflict resolution abilities
• Ability to handle sensitive and confidential information with discretion
• Effective communication and interpersonal skills
• Ability to manage multiple tasks and priorities simultaneously
• Strong organizational and time management skills

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
• 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!

Pay

The salary range for this position is $66,560 - $77,653 annually. Actual rates are determined based on the job, location, and individual experience.

Schedule

Flexible weekend availability required to meet business needs.