Customer Support Team Lead - In-Office

Employee Relations Associates, Inc.; Charlotte (NC); On-site; USD 63,000 - 77,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

401(k) and holiday pay

Job summary

Employee Relations Associates, Inc. seeks a Supervisor, Customer Support to lead the Customer Care Center (CCC). The role drives performance, coaching, and employee engagement across multilingual channels, including phone, email, chat, and SMS.

The ideal candidate will manage a team of specialists to resolve inquiries, support sales opportunities, and ensure world-class service. The position requires an in-office presence with scheduled hours and occasional remote Saturday coverage.

Qualifications

• Experience leading customer support teams
• Experience with omnichannel support
• Strong communication and coaching skills

Responsibilities

• Lead and develop the Customer Care Center (CCC) team
• Drive performance, coaching, and employee engagement
• Address inquiries, opportunities, and revenue-support needs across channels

Skills

Leadership

Coaching

Analytics

Customer service

Job description

Employee Relations Associates, Inc. seeks a Supervisor, Customer Support to lead the Customer Care Center (CCC). The role drives performance, coaching, and employee engagement across multilingual channels, including phone, email, chat, and SMS.

The ideal candidate will manage a team of specialists to resolve inquiries, support sales opportunities, and ensure world-class service. The position requires an in-office presence with scheduled hours and occasional remote Saturday coverage.