Community Support Supervisor

City of Burlington NC; Burlington (NC); On-site; USD 52,000 - 76,000; Full time

Job summary

City of Burlington NC is seeking a Community Support Supervisor for the Animal Services Department. The role leads a team handling animal intake, adoption, and field services, emphasizing compassionate public service and community care.

The ideal candidate has supervisory experience, strong communication, and knowledge of animal welfare. English/Spanish bilingual ability is preferred; position requires independence and collaboration with staff and partners.

Qualifications

• Associate degree in a related field and 1 year of work experience.
• High School or GED equivalency and 3 years of work experience.
• Valid Driver's License.
• Fear Free certification (within six months of employment)
• Oral and written fluency in English and Spanish preferred.

Responsibilities

• Oversee customer service, intake, adoption, and field services.
• Lead training, performance management, and staff development.
• Ensure professional, compassionate assistance for animal welfare needs.
• Collaborate with staff, volunteers, partners, and community organizations.
• Dispatch field service calls and manage virtual appointments.

Skills

Supervisory skills

Communication

Problem solving

Judgment

Administrative skills

Technical skills

Education

Associate degree

High School or GED

Valid Driver's License

Tools

Chameleon

Microsoft Office

Job description

Have you wanted to work with the Animal Services Department?

Help Shape the Future of Animal Services in Our Community.

Lead a Team Dedicated to Animal Welfare, Public Service, and Community Care.

About Us

Burlington Animal Services serves Alamance County and its municipalities, with an annual pet save rate exceeding 90%. Programs include animal sheltering, a low-cost spay/neuter and wellness clinic, field services, pet help support, community cat services, volunteer and fundraising programs, and college internships. The agency maintains strong community partnerships and is an industry leader in animal services in North Carolina.

What you will do

The Community Support Supervisor supervises a team of Community Support Specialists and oversees customer service and administrative operations related to animal intake, adoption, pet help support, and field services at the Burlington Animal Services Pet Adoption and Resource Center.

This position provides leadership, training, and performance management while ensuring the public receives professional, compassionate assistance with animal welfare concerns and available resources. The ideal candidate has strong supervisory and communication experience, sound judgment, knowledge of animal welfare, and the ability to solve problems in a fast-paced environment. The position requires independent work and collaboration with staff, volunteers, customers, and community partners.

The typical schedule is 8 a.m. to 5 p.m., including weekdays and Saturdays, with some evening requirements at times. English/Spanish bilingual fluency is preferred.

Staff Supervision & Operations

• Staff Management: Supervises, trains, schedules, and evaluates staff; addresses performance concerns, approves digital timecards, and supports staff development and work-life balance.
• Daily Operations: Ensures adequate staffing, efficient workflows, and effective service delivery.

Client Support & Animal Welfare

• Customer Service & Counseling: Resolves escalated inquiries, complaints, and safety concerns while providing animal welfare guidance and assistance with intake, adoption, lost pet recovery, sterilization, and support services.
• Community Collaboration: Coordinates with department staff, volunteers, partner agencies, and community organizations to address public needs.

Coordination & Recordkeeping

• Dispatching & Scheduling: Dispatches field service calls and manages virtual appointments.
• Data Management & Compliance: Maintains accurate animal, customer, and service records in Chameleon; photographs incoming animals; uploads images; and ensures compliance with applicable laws, policies, and procedures.

Financial Management & Inventory

• Financial Reporting: Collects fees, prepares deposits and financial reports, and maintains required records.
• Animal Inventory: Conducts daily animal inventories and ensures accurate documentation.

Administrative Support

• Additional Duties: Performs related duties as assigned to support departmental operations and service objectives.

Knowledge, Skills, and Abilities

• Animal Welfare Expertise: Knowledge of humane animal care, shelter operations, and applicable laws, regulations, and procedures.
• Supervisory Skills: Ability to train, schedule, evaluate, and manage staff performance.
• Communication & Problem-Solving: Strong communication, customer service, critical-thinking, and problem-solving skills, with the ability to maintain professional relationships and boundaries.
• Judgment & Adaptability: Ability to manage competing priorities, handle stressful situations, and exercise sound judgment under pressure.
• Administrative & Technical Skills: Ability to maintain records, prepare reports, handle money, operate office equipment and multi-line phone systems, and use Microsoft Office applications. Ability to learn Chameleon software.

Minimum Qualifications

• Associate degree in a related field and 1 year of work experience OR
• High School or GED equivalency and 3 years of work experience.
• Valid Driver's License

Special Requirements

• Fear Free © Certification (or obtain within the first six months of employment)

Preferred Qualifications

• Supervisory experience and experience in high-volume public contact work, particularly in animal welfare or social/human services.
• Oral and written fluency in both English and Spanish languages.

Physical Requirements and Working Conditions

• Work typically involves periods of sitting, walking, standing, and repetitive motion involving frequent typing at a computer.
• Must be able to lift at least 25 pounds and handle animals as needed.
• Work may involve occasional exposure to potentially hazardous conditions such as aggressive animals, zoonotic diseases, and distressed customers.
• Work in this position is primarily performed indoors.

FLSA Status

Non-Exempt

Inclement Weather Classification

Non-Essential

This job description in no way implies that the duties listed are the only ones the employee may be required to perform. The employee is expected to perform other tasks, duties, and training as requested by their supervisors.