Customer Support Supervisor

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Full Time Charlotte, NC, US

2 days ago Requisition

Salary Range: $19.05 To $26.20 Hourly

Are you looking to make a lasting impact on enriching and improving the lives of the Charlotte community with one of the nation’s largest not-for-profit organizations? At Blumenthal Arts, we believe arts unite and transform lives. By joining our team, you could help continue our mission, inspire the next generation, and be part of our evolution as a national leader with a growing international reputation in presenting and producing.

Blumenthal Arts seeks a customer-focused, proactive, and collaborative Customer Support Supervisor to help lead the daily operations of our customer support team across phone, email, chat and other service channels. Reporting to the Customer Support Manager, this position provides day-to-day supervision, coaching, and operational support to Customer Support Representatives while helping ensure exceptional service for patrons and guests. This role is responsible for assisting with customer escalations, supporting staff training and development, and promoting consistent application of ticketing policies and service standards.

The ideal candidate is an effective communicator and problem-solver who thrives in a fast-paced environment and is committed to delivering outstanding customer experiences while supporting team success. This position requires flexible schedule, including availability for evenings, weekends, and holidays, based on performance schedules and operational needs.

Your impact:

Customer Support Operations

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

Team Supervision & Development

• Provide day-to-day supervision, coaching, and support to Customer Support Representatives.
• Assist with onboarding and training new Customer Support staff.
• Coach staff on ticketing procedures, customer interactions, departmental policies, and established service standards.
• Assist with maintaining training materials, procedures, and knowledge resources.
• Provide feedback to the Customer Support Manager regarding staff performance, training needs, and development opportunities.
• Provide day-to-day leadership of Customer Support operations when the Customer Support Manager is unavailable.

Operational Support

• Provide direct customer support through phone, email, chat, and other service channels as operational needs require.
• Assist the Customer Support Manager with staffing schedules, coverage adjustments, and other workforce needs.
• Support Customer Support readiness for new productions, on-sales, subscription campaigns, policy changes, and other departmental initiatives.
• Assist with testing and implementing new Customer Support…