A leading manufacturing company in the residential interiors space is seeking a Product Support Supervisor to lead product support operations and oversee team performance. The ideal candidate is a hands-on leader with strong technical support experience and a proven ability to manage teams and resolve complex issues. Working collaboratively, the new leader will drive service excellence by coaching team members, improving support processes, and coordinating with cross-functional partners while ensuring timely issue resolution and a high standard of customer support.
                               
Salary + Additional Benefits:

• $70,000
• Medical, Dental, Vision, and Life Insurance
• 401k with match

• Foster a collaborative team environment to achieve organizational goals and effectively resolve issues.
• Demonstrate and uphold Visual Comfort Company values in all professional interactions and decisions.
• Exhibit reliability, punctuality, and commitment to scheduled work hours, maintaining a consistent presence to support team communication and collaboration.
• Lead and manage the Product Support Representatives (PSRs) and oversee the overall product support function for Visual Comfort Group - Direct
• Ensure timely, accurate, and effective responses to technical inquiries via phone and email, including escalated issues and interdepartmental follow-ups.
• Manage staff schedules including lunch, breaks, time off, and coverage to minimize workflow disruptions.
• Conduct regular performance evaluations, provide constructive feedback, and implement improvement plans when necessary.
• Monitor customer interactions and conduct regular reporting to identify improvement opportunities and implement changes.
• Collaborate cross-functionally to resolve customer issues and deliver seamless service experiences.
• Establish and maintain customer service standards, policies, and procedures.
• Work effectively with others in a team environment to accomplish organizational goals and to identify and resolve problems.
• Exhibit and adhere to the established Visual Comfort Company Values.
• Demonstrate commitment, dependability, punctuality, and adherence to agreed-upon schedule.  While being present in the workplace to effectively collaborate and communicate amongst co-workers and teams.

• Minimum 3 years of experience in the residential lighting industry REQUIRED
• Minimum 2 years in leadership or supervisor capacity REQUIRED
• High school diploma or equivalent required; Bachelor's degree in Business Administration, Communications, Management, or a related field preferred. An advanced degree or professional certification, such as ALA Lighting Specialist Certification or Certified Customer Experience Professional, is a plus
• Strong aptitude for and proficiency navigating CRM tools (JDE, SAP, D365, Salesforce) and data analysis platforms
• Proven experience in call center, customer service, or supervisory experience
• Exceptional organizational and time management skills, with a strong attention to detail
• Ability to prioritize and handle multiple tasks and changing priorities
• Must demonstrate maturity in judgement, commitment, dependability, punctuality and  adherence to agreed-upon schedule as determined by manager
• Ability to achieve results both independently and through others by fostering a spirit of teamwork and cooperation
• Demonstrate exceptional communication across all contact channels, including email, chat and phone
• Available to work a flexible schedule including weekends, early mornings, late evenings
• Equivalent combinations of education and experience will be considered for this role