Hybrid Customer Support Supervisor – Lead CX & Escalations

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

Benefits dieser Stelle

Medical

Dental

Vision

Life Insurance

Short Term Disability

401K with company match

Paid Time Off

Holidays

On-site Amenities at NJ Headquarters &

TX Facilities

Crestron Market Cafes

Fitness Centers

Zusammenfassung

Crestron Electronics, Inc. is seeking a Supervisor of Customer Support to lead a high-volume pre- and post-sales team. You will coach, escalate, and partner with Sales and executives to ensure outstanding customer experiences from inquiry through long-term success.

The role is hybrid, based out of Rockleigh, NJ or Plano, TX, with a focus on staffing, performance management, and cross-functional collaboration to maintain top CSAT scores.

Qualifikationen

• 3-5+ years of experience in customer support
• 1-2 years in a supervisory, team lead, or management role
• Excellent written and verbal communication skills
• Experience supporting both pre-sales and post-sales customers
• Familiarity with sales processes and collaboration with sales teams
• Experience with ERP and CRM platforms (SAP, Salesforce)
• Strong problem-solving, decision-making, and prioritization skills

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
• 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
• Serve as the primary escalation point for complex, sensitive issues
• Coordinate with Logistics, Fulfillment, Supply Chain, and other departments to resolve issues
• Partner with Sales to support customers during pre- and post-sales cycle
• Provide executives with timely updates on key accounts and customer sentiment
• Monitor metrics: response time, resolution time, CSAT, first-contact resolution
• Analyze data and report on performance, trends, and opportunities
• Maintain and improve support processes and knowledge base content
• Ensure quality via case reviews, call monitoring, and feedback loops
• Collaborate with leadership on support strategy and staffing forecasts
• Participate in special projects to improve the customer experience

Ausbildung

High School degree/GED

Bachelor’s Degree preferred

Tools

SAP

Salesforce

Jobbeschreibung

Crestron Electronics, Inc. is seeking a Supervisor of Customer Support to lead a high-volume pre- and post-sales team. You will coach, escalate, and partner with Sales and executives to ensure outstanding customer experiences from inquiry through long-term success.

The role is hybrid, based out of Rockleigh, NJ or Plano, TX, with a focus on staffing, performance management, and cross-functional collaboration to maintain top CSAT scores.