Customer Support Team Lead — Arts & Events

Blumenthal Performing A; Charlotte (NC); On-site; USD 26,000 - 36,000; Full time

Benefits offered by this job

Medical insurance

Paid time off

Complimentary tickets

Dental & Vision

Retirement match

Job summary

Blumenthal Arts in Charlotte, NC is seeking a Customer Support Supervisor to lead daily operations of our customer support team across phone, email, chat and other service channels. You will supervise, coach, and support staff, handle escalations, and ensure adherence to ticketing policies and service standards.

The ideal candidate brings exceptional communication, problem-solving and leadership skills, with a minimum of three years in customer service or a related field and flexibility to work

Qualifications

• Minimum three years of experience in customer service, call center operations, ticketing, hospitality, live entertainment, or a related field.
• Experience with ticketing, CRM, or customer service software systems preferred.
• Strong customer service, communication, and interpersonal skills.

Responsibilities

• Monitor phone, email, chat, and other customer support channels 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.

Job description

Blumenthal Arts in Charlotte, NC is seeking a Customer Support Supervisor to lead daily operations of our customer support team across phone, email, chat and other service channels. You will supervise, coach, and support staff, handle escalations, and ensure adherence to ticketing policies and service standards.

The ideal candidate brings exceptional communication, problem-solving and leadership skills, with a minimum of three years in customer service or a related field and flexibility to work