Hybrid Customer Support Lead (Pre & Post-Sales)

Crestron Electronics Inc.; Rockleigh (NJ); Hybrid; USD 70.000 - 90.000; Vollzeit

Zusammenfassung

Crestron Electronics Inc. seeks a Supervisor of Customer Support to lead a high-volume pre- and post-sales team. You will coach, develop, and escalate as needed, partnering with Sales and executive leadership to ensure an outstanding customer experience from first inquiry through long-term success.

This hybrid role is based out of Rockleigh, NJ or Plano, TX. You will drive performance metrics, coaching, and continuous process improvements while collaborating across departments for fast,

Qualifikationen

• High School degree/GED required.
• Bachelor’s Degree preferred.
• 3–5+ years of experience in customer support.
• 1–2 years in a supervisory, team lead, or management role.
• Demonstrated experience handling escalated customer issues with professionalism and empathy.
• Experience supporting both pre-sales and post-sales customers.
• Excellent written and verbal communication skills, including the ability to communicate effectively with executives.
• Strong problem-solving, decision-making, and prioritization skills.
• Proficiency with ERP and CRM platforms (e.g., SAP, Salesforce).
• Familiarity with sales processes and collaboration with sales teams.
• Experience building or refining support processes and training programs.
• Background in workforce management or capacity planning.

Aufgaben

• Lead, mentor, and motivate a team of customer support representatives across pre-sales and post-sales functions.
• Conduct regular one-on-ones, performance reviews, and real-time coaching to build skills and confidence.
• Identify skill gaps and develop training plans, onboarding programs, and growth paths.
• Foster a positive, accountable, and collaborative team culture.
• Manage scheduling, workload distribution, and coverage to meet service level targets.
• Handle hiring, onboarding, performance management, and corrective action.

Kenntnisse

Customer support

Supervisory experience

Executive communication

Pre- and post-sales support

Data-driven decision making

Problem solving

ERP

CRM platforms (SAP, Salesforce)

Team leadership

Ausbildung

High School degree/GED

Bachelor’s Degree preferred

Tools

SAP

Salesforce

Jobbeschreibung

Crestron Electronics Inc. seeks a Supervisor of Customer Support to lead a high-volume pre- and post-sales team. You will coach, develop, and escalate as needed, partnering with Sales and executive leadership to ensure an outstanding customer experience from first inquiry through long-term success.

This hybrid role is based out of Rockleigh, NJ or Plano, TX. You will drive performance metrics, coaching, and continuous process improvements while collaborating across departments for fast,