Customer Support Supervisor

At Crestron Electronics, Inc we build the technology that integrates technology. We are proud to be the largest and most recognized brand in automation and control solutions, and the premier technology partner for fortune 500 businesses globally. Our products’ are integrated into new high-tech commercial buildings’ to include some of the most exciting real estate throughout the world. Our clients include Google, Microsoft, Amazon, LinkedIn and many others. We are the leaders in the most exciting industry in the world! Our automation and control solutions for homes and buildings allow our clients to control entire environments with the push of a button, integrating systems such as Audio Visual, Lighting, Shading, Security, Building Management Systems and HVAC to provide greater comfort, convenience and security. We’re looking for a Supervisor of Customer Support to lead our fast-paced pre- and post-sales support team. You’ll be a hands-on leader who coaches and develops team members, steps in on escalated customer situations, and partners closely with Sales and executive leadership to ensure customers have an outstanding experience from first inquiry through long-term success. This role is ideal for someone who thrives in a high-volume, high-energy environment, enjoys growing people, and stays calm and solution-focused when the stakes are high. This position is a hybrid role based out of Rockleigh, NJ or Plano, TX Key Responsibilities Team Leadership & Development 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 to build skills and confidence 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, when necessary, corrective action Escalation Management Serve as the primary point of escalation for complex, sensitive, or high-priority customer issues De-escalate frustrated customers and drive issues leading to a positive customer experience Coordinate with Logistics, Fulfillment, Supply Chain, Enterprise Applications, Technical Support, and other departments to resolve issues to ensure customer satisfaction Document escalation trends and recommend process or product improvements to prevent recurrence Sales & Executive Support Partner with the Sales team to support customers during pre-and post-sales cycle, including orders, returns, product questions and overall customer satisfaction Ensure smooth handoffs between pre-sales and post-sales teams Provide executives with timely updates on key accounts, escalations, and customer sentiment Support strategic or high-value accounts with white-glove service as needed Operations & Performance Management Monitor key metrics such as response time, resolution time, CSAT, first-contact resolution, backlog, and quality scores Analyze data and report on team performance, trends, and opportunities for improvement Maintain and improve support processes, workflows, and knowledge base content Ensure consistent quality through case reviews, call monitoring, and feedback loops Contribute to the evaluation and optimization of support tools and technology Cross-Functional Collaboration Act as the voice of the customer, sharing insights and feedback with Executive Management, Fulfillment, Logistics, Supply Chain, Quality, Engineering, Sales, and Marketing Collaborate with leadership on support strategy, staffing forecasts, and department goals Participate in special projects and initiatives that improve the customer experience Qualifications High School degree/GED required Bachelor’s Degree preferred 3–5+ years of experience in customer support, 1–2 years in a supervisory, team lead, or management role Demonstrated experience handling escal…

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