Supervisor - Client Relations Center

Join; New York (NY); On-site; USD 66,560 - 77,653; Full time

Benefits offered by this job

Commission and bonus incentives

Medical, Dental, Vision

Paid time off

401(k) with company matching

Product discount

Job summary

Join is seeking a CRC Supervisor in New York, NY to lead and develop front-line ambassadors in the Client Relations Center. The ideal candidate will oversee daily operations and support service excellence while fostering a client-first culture. Responsibilities include monitoring performance trends, providing real-time coaching, and ensuring quality standards are met. The position requires a minimum of 3 years of client service experience and excellent communication skills. Benefits include medical insurance, paid time off, and commission incentives.

Qualifications

• Minimum 3 years of client service or contact center experience required, preferably in a luxury setting.
• Proven ability to guide others and prioritize effectively in a fast-paced environment.
• Excellent verbal and written communication skills.

Responsibilities

• Supervise day-to-day contact volume across all channels, ensuring timely resolution.
• Lead by example and provide hands-on support to clients.
• Deliver regular Quality Assurance of interactions to uphold brand standards.

Skills

Client service experience

Communication skills

Proficiency in Microsoft Office

Judgment and prioritization

Collaboration

Knowledge of French

Job description

The Team

Client Relations Center (CRC), an essential part of the eCommerce team, plays a vital role in supporting all aspects of the Hermes.com business while ensuring a seamless omnichannel experience. As the voice of the Maison, we provide expert assistance for client inquiries via phone, email, and live chat, working closely with US boutiques to deliver thoughtful, knowledgeable, and high‑touch service.

The Opportunity

As a CRC Supervisor, you will play a critical role in leading and developing our front‑line ambassadors. You will oversee daily operations, support service excellence, and act as a key partner in building a high‑performance, client‑first culture. You will serve as a third point of escalation for complex cases, a quality ambassador, and a mentor who helps shape the team through coaching, performance development, and process enhancement.

About the Role

• Supervise day‑to‑day contact volume across all channels (phone, email, chat), ensuring timely and accurate resolution of inquiries
• Lead by example, providing hands‑on support to clients and guiding the team through escalated or sensitive situations
• Deliver regular Quality Assurance of emails and calls to uphold brand standards and identify coaching opportunities
• Review data to identify performance trends, client pain points, and areas for optimization
• Foster a culture of curiosity, ownership, and commitment to excellence through continuous improvement
• Partner with Training and eCommerce teams to enhance product knowledge, omnichannel processes, and service excellence
• Provide real‑time coaching and contribute to team trainings and quarterly team meetings
• Monitor daily/weekly/monthly team performance, KPI dashboards and workflow compliance
• Jump into the queue when needed and assist with special projects or operational priorities
• Take part in hiring, onboarding, and mentoring new team members
• Flexible weekend availability required to meet business needs
• All other duties assigned by leadership

Supervisory Responsibility

• No direct reports, but responsible for frontline team support and guidance

Budget Responsibility

• No

Decision Making Responsibility

• Yes, makes decisions related to customer experience, service escalations and follow‑up protocol

About You (or Preferred Skills)

• Minimum 3 years of client service or contact center experience required, preferably in a luxury or high‑touch setting
• Proven ability to guide others, exercise sound judgment and prioritize effectively in a fast‑paced environment
• Excellent verbal and written communication skills
• Proficiency in Microsoft Office (Excel, Word, PowerPoint, etc.)
• Collaborative spirit and strong worth ethic; thrives in a dynamic, team‑oriented culture
• Knowledge of French is a plus

The salary range for this position is $66,560 - $77,653 annually. Actual rates are determined based on the job, location, and individual experience.

Benefits

• Commission and bonus incentives based on sales performance
• Medical, Dental, Vision
• Life Insurance and Disability
• Paid time off (annual vacation of 15 days, 11 company holidays, 3 floating holidays, 2 wellbeing days, and sick & safe time)
• Paid Parental leave and transition time
• 401(k) and Roth Retirement plan with company matching and profit sharing
• Various voluntary benefits such as flexible spending accounts, fitness reimbursement, voluntary life insurance
• Product discount and EAP resources
• Access to Calm App, Health Advocate, Family Building Support and more!

We are looking for a candidate that has a combination of the above attributes and can perform the key functions of the role with or without reasonable accommodations.

Equal Opportunity Employment Statement

We are proud to be an equal opportunity workplace. It is the policy of Hermès of Paris, Inc. that applicants for employment are recruited, selected and hired on the basis of individual merit and ability with respect to positions being filled and potential for promotion or transfer which may be expected to develop. Applicants are recruited, selected and hired without discrimination because of race, color, religion, sex, age, national origin, disability, genetic information, sexual orientation, citizenship, military or veteran status or any other basis prohibited by applicable law. In addition, personnel procedures and practices with regard to training, promotion, transfer, compensation, demotion, lay off or termination are to be administered with due regard to job performance, experience and qualifications, but without discrimination because of race, color, religion, sex, age, national origin, disability, genetic information, sexual orientation, citizenship, military or veteran status or any other basis prohibited by applicable law. Hermès of Paris, Inc. also provides reasonable accommodations to qualified individuals with disabilities, in accordance with applicable laws.