Customer Support Supervisor

Job Description

Job Description

CPI Security, headquarted in Charlotte, NC, is looking for a Customer Support Supervisor, in office, full-time. At CPI Security, our Customer Support team plays a critical role in helping customers protect what matters most. As a Customer Support Supervisor, you'll lead a team of Customer Support Advisors, support day-to-day call center operations, and help ensure every customer interaction reflects CPI's commitment to dependable service, proactive support, and exceptional care. Reporting to the Customer Support Manager, this role is responsible for managing daily customer support activities including team coverage, workflow triage, employee coaching, performance management, operational metrics, and escalated customer concerns. You'll serve as a subject matter expert for urgent customer needs and complex support issues while helping your team stay engaged, supported, and prepared to deliver outstanding service. If you're a motivated leader who thrives in a fast-paced customer support environment and enjoys developing people, solving problems, and making a difference, this could be the right next role for you.

What You'll Do

• Lead, coach, and develop a team of Customer Support Advisors to achieve service, quality, and performance goals.
• Manage day-to-day customer support floor operations, including staffing coverage, call flow, triage, and resource allocation.
• Support representatives with troubleshooting technical issues, answering system or service questions, and educating customers on proper use and maintenance of their CPI Security systems.
• Handle escalated customer concerns with professionalism, empathy, and urgency.
• Monitor floor activity and ensure team members are meeting required standards and key performance indicators.
• Identify, develop, and grow high-performing representatives for future advancement opportunities.
• Address performance gaps by setting clear expectations and providing consistent coaching and feedback.
• Provide regular performance feedback, conduct coaching sessions, and administer performance reviews.
• Ensure employees have the tools, training, product knowledge, and resources needed to succeed.
• Communicate updates, process changes, business impacts, and expectations clearly to team members.
• Respond to employee relations and performance concerns in accordance with company policies.
• Monitor operational metrics, identify trends, and make real-time adjustments to support service goals.
• Take ownership of new, complex, or challenging customer, team member, or cross-functional requests.
• Foster a positive, professional, and accountable team environment aligned with CPI's core values.

What We're Looking For

• High school diploma or equivalent required.
• Minimum of two years of previous supervisory experience required.
• Call center or customer support supervisory experience preferred.
• Experience with Salesforce CRM and workforce management tools preferred.
• Proficiency with Microsoft Excel, Word, and Outlook required.
• Strong customer service, communication, and phone skills.
• Ability to lead, motivate, coach, and manage a team in a fast-paced environment.
• Strong problem-solving skills with the ability to support urgent customer needs and complex escalations.
• Ability to maintain professionalism and courtesy when handling internal and external inquiries.
• Strong attention to detail and ability to monitor performance metrics and trends.
• Ability to maintain a high level of product knowledge, including system features, service offerings, promotions, pricing, and discounts.
• Self-motivated with the ability to take initiative and make sound decisions.
• Ability to build positive, productive working relationships with customers, colleagues, and direct reports.
• Schedule flexibility and willingness to go the extra mile for customers, employees, and the business.
• Commitment to CPI Security's mission, vision, priorities, and core values.

Why Join CPI Security?

When you join CPI Security, you're joining a team that helps customers throughout the Southeast feel safer, more connected, and more confident every day. Our Customer Support team is the voice of our company, helping customers with everything from technical questions to urgent support needs while delivering the personal service CPI is known for.

At CPI, you'll have the opportunity to grow your leadership skills, develop high-performing teams, and make a meaningful impact by helping protect what matters most.