Customer Support Supervisor

Customer Support Supervisor

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 procedures and workflows.
• Perform other related duties as assigned.

Who We Are:

For over 30 years, Blumenthal Arts has been presenting the best of Broadway which has established us as a top-ten touring market. By investing in Tony Award-winning Broadway, we shape the future of arts through new and original works and by nurturing artists. We support local artists, like our Blumenthal Fellows and 16 resident companies that share our stages. Through Blume Studios, we are leading the way in innovative, immersive productions that expand how audiences experience the arts. We infuse more than $80 million annually into our local economy and ensure access through our Blumenthal Bridges Access Grants, which serve thousands of individuals each year with free and subsidized tickets and programs.

We are a diverse team of leaders, innovators, transformers, and collaborators who believe in the inspirational and uniting spirit of the arts. Our mission to use the arts as a catalyst for education, community connectedness, and economic growth drives our work. Our team infuses skills from various backgrounds and industries to continue to provide art excellence to the Charlotte community.

Why Join Us:

We prioritize our employees' well-being by offering a comprehensive benefits package that not only includes competitive compensation but also emphasizes work-life balance. Our employee-forward approach fosters an environment where individuals can thrive both personally and professionally.

Our benefits package includes:

• Medical insurance with low-cost premium for employee only coverage, plus FSA and employer-funded HRA options
• Paid vacation, sick leave, and holiday time to recharge with your loved ones
• Life Balance Reimbursement up to $125 a month for qualifying expenses such as transportation, parking, and wellness-related memberships
• Flexible schedules
• Complimentary tickets
• Vision and dental insurance
• Retirement savings with a 3% employer match to help secure your future
• And more!

Skills You'll Bring:

• Associate's degree in business, hospitality, communications, arts administration, or a related field preferred
• Minimum three (3) years of experience in customer service, call center operations, ticketing, hospitality, live entertainment, or a related field.
• Previous experience providing supervision, team leadership, training, or coaching in a customer-facing environment preferred.
• Experience with ticketing, CRM, or customer service software systems preferred.
• Strong knowledge of customer service practices and customer support operations.
• Strong customer service, communication, and interpersonal skills.
• Ability to provide clear direction, coaching, and real-time support to Customer Support Representatives.
• Strong problem-solving and decision-making skills with the ability to resolve customer and operational issues.
• Ability to manage daily workflow and adjust priorities based on customer demand and staffing needs.
• Strong attention to detail and commitment to accuracy.
• Ability to manage multiple priorities in a fast-paced customer service environment.
• Proficiency with Microsoft Office 365 and customer service, CRM, or ticketing systems.
• Ability to work collaboratively with supervisors, peers, and staff across the organization.
• Ability to work flexible hours, including evenings, weekends, and holidays as operational needs require.