Supervisor - Client Relations Center

Role Overview The Client Relations Center (CRC) is an essential part of the eCommerce team, supporting all aspects of the Hermes.com business by providing expert assistance for client inquiries via phone, email, and live chat. The CRC Supervisor leads and develops front‑line ambassadors, oversees daily operations, ensures quality service, and acts as a key partner in building a high‑performance, client‑first culture. Location E59 New York, NY Corporate Office. Key Responsibilities Supervise day‑to‑day contact volume across all channels, ensuring timely and accurate resolution of inquiries. Lead by example, providing hands‑on support to clients and guiding the team through escalated or sensitive situations. Deliver regular Quality Assurance of emails and calls to uphold brand standards and identify coaching opportunities. Review data to identify performance trends, client pain points, and areas for optimization. Foster a culture of curiosity, ownership, and commitment to excellence through continuous improvement. Partner with Training and eCommerce teams to enhance product knowledge, omnichannel processes, and service excellence. Provide real‑time coaching and contribute to team trainings and quarterly team meetings. Monitor daily/weekly/monthly team performance, KPI dashboards and workflow compliance. Jump into the queue when needed and assist with special projects or operational priorities. Take part in hiring, onboarding, and mentoring new team members. Flexible weekend availability required to meet business needs. All other duties assigned by leadership. Supervisory Responsibility No direct reports, but responsible for frontline team support and guidance. Budget Responsibility No. Decision Making Responsibility Yes, makes decisions related to customer experience, service escalations, and follow‑up protocol. Qualifications & Preferred Skills Minimum 3 years of client service or contact center experience, preferably in a luxury or high‑touch setting. Proven ability to guide others, exercise sound judgment, and prioritize effectively in a fast‑paced environment. Excellent verbal and written communication skills. Proficiency in Microsoft Office (Excel, Word, PowerPoint, etc.). Collaborative spirit and strong work ethic; thrives in a dynamic, team‑oriented culture. Knowledge of French is a plus. Salary Range $66,560 - $77,653 annually. Actual rates are determined based on job, location, and individual experience. Benefits Commission and bonus incentives based on sales performance. Medical, Dental, Vision. Life Insurance and Disability. Paid time off (annual vacation of 15 days, 11 company holidays, 3 floating holidays, 2 wellbeing days, and sick & safe time). Paid parental leave and transition time. 401(k) and Roth retirement plan with company matching and profit sharing. Various voluntary benefits such as flexible spending accounts, fitness reimbursement, voluntary life insurance. Product discount and Employee Assistance Program (EAP) resources. Access to Calm App, Health Advocate, Family Building Support, and more. Equal Opportunity Employment Statement At Hermès of Paris, we are proud to be an equal opportunity workplace. It is the policy of Hermès of Paris, Inc. that applicants for employment are recruited, selected and hired on the basis of individual merit and ability with respect to positions being filled and potential for promotion or transfer which may be expected to develop. Applicants are recruited, selected and hired without discrimination because of race, color, religion, sex, age, national origin, disability, genetic information, sexual orientation, citizenship, military or veteran status or any other basis prohibited by applicable law. In addition, personnel procedures and practices with regard to training, promotion, transfer, compensation, demotion, layoff or termination are to be administered with due regard to job performance, experience and qualifications, but without discrimination because of race, color, religion, sex, age, national origin, disability, genetic information, sexual orientation, citizenship, military or veteran status or any other basis prohibited by applicable law. Hermès of Paris, Inc. also provides reasonable accommodations to qualified individuals with disabilities, in accordance with applicable laws. #J-18808-Ljbffr