NA Consumer Support Supervisor

About Breville

Over the past 90+ years Breville has grown to become an iconic global brand, delivering kitchen products to over 70 countries around the globe. Breville enhances people’s lives through the delivery of brilliant innovation and thoughtful design based on deep consumer insights, empowering people to do things more impressively or easily than they’d thought possible in their own home and ultimately allowing them to “Master Every Moment”.

A career at Breville is truly a one-of-a-kind experience. It’s more than working for a global leader; it’s an opportunity to be a part of something that impacts people all over the world.

BRG is a manufacturer of high‑end domestic appliances with emphasis on innovation and cutting‑edge technology. Within BRG, there is a sub‑set of high‑end coffee brands, namely Baratza & LELIT, that make up the Specialty Coffee Business Unit (SCBU), with a head office located in Seattle, WA.

The BRG Specialty Coffee support team is known for providing people‑focused care, the foundation of our renowned customer experience. Our goal is to enable customers to resolve any trouble they're having with their grinder or espresso machine quickly, so they can get back to brewing great coffee. Our vision is to create a team where anyone who encounters us feels genuinely cared for, and each member is essential to making that a reality.

The Customer Support Manager is responsible for leading the day-to-day operations of the North America SCBU support team and maintaining the high standard of care our customers expect. This role requires a balance of strong people leadership, operational discipline, and a deep understanding of our products and support philosophy. The ideal candidate is someone who leads by example, builds team confidence through coaching and clarity, and is always looking for ways to improve both the customer and team experience.

• Directly manage and develop a team of support specialists, providing regular coaching, feedback, and performance reviews.
• Coordinate with BPO team supervisors to manage a team of third‑party support agents.
• Oversee the delivery of support training to BPO partners and international Baratza teams, ensuring alignment on product knowledge, support processes, and brand standards.
• Foster a team culture grounded in empathy, accountability, and continuous improvement.
• Handle onboarding and training coordination for new team members, in partnership with the relevant support team members.
• Monitor team workload and capacity, making staffing and scheduling decisions accordingly.
• Conduct regular one‑on‑ones and team check‑ins to keep communication open and goals aligned.
• Manage timecards and time‑off requests in ADP or applicable HR system.

• Oversee daily support operations across phone, email, chat, and any additional contact channels.
• Ensure the team meets or exceeds service level agreements and quality benchmarks.
• Serve as the primary escalation point for complex or sensitive customer situations.
• Oversee standard operating procedures to keep team processes efficient and consistent.
• Ensure support documentation, templates, and the knowledge base are accurate and up to date.
• Manage and approve warranty replacements, accommodation orders, and escalated transactions in Salesforce.

• Track and report on key support metrics including contact volume, wait time, handle time, complaint codes, and Trust Pilot.
• Use data to identify trends, surface recurring product or process issues, and inform decision‑making.
• Provide regular reporting to the EVP Global Customer Care, President – Global Specialty Coffee, and other relevant stakeholders.
• Continuously look for opportunities to improve team efficiency and the overall customer experience.

• Act as the primary liaison between the SCBU support team and other BRG departments.
• Communicate relevant customer feedback and observed trends to leadership and product teams.
• Collaborate with the Product Service Manager on escalated repair or service‑related support cases.
• Participate in cross-functional projects that impact the support team or customer experience.
• Maintain an…