{"id":1797773,"url":"https://alion.io/job/blumenthal-arts-customer-support-supervisor","title":"Customer Support Supervisor","company":{"id":1821764,"name":"Blumenthal Arts","domain":"blumenthalarts.org","url":"https://alion.io/company/blumenthalarts","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"ADP","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Charlotte, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":19,"max":26,"currency":"USD","period":"hour","gross":null,"usd_annual":52000},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Supervision","optional":false}],"status":"live","first_seen_at":"2026-10-02T18:17:00Z","employer_posted_date":"2026-10-02","last_verified_at":"2026-10-06T20:48:52Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"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.\nBlumenthal 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.\nYour impact:\nCustomer Support Operations\nMonitor phone, email, chat, and other customer support channels throughout the day to ensure appropriate coverage and timely response.\nCoordinate daily staff assignments, breaks, and workflow based on customer demand and operational needs.\nProvide real-time guidance to Customer Support Representatives by answering questions and assisting with ticketing, policy, and customer service issues.\nHandle escalated customer concerns that require supervisory assistance or additional problem-solving.\nMonitor customer interactions for accuracy, consistency, and adherence to established procedures and service standards.\nCommunicate production information, policy changes, procedural updates, and other operational information to Customer Support staff.\nIdentify recurring operational issues and communicate recommended workflow or procedural improvements to the Customer Support Manager.\nProvide performance and event ticketing coverage as operational needs require.\nTeam Supervision & Development\nProvide day-to-day supervision, coaching, and support to Customer Support Representatives.\nAssist with onboarding and training new Customer Support staff.\nCoach staff on ticketing procedures, customer interactions, departmental policies, and established service standards.\nAssist with maintaining training materials, procedures, and knowledge resources.\nProvide feedback to the Customer Support Manager regarding staff performance, training needs, and development opportunities.\nProvide day-to-day leadership of Customer Support operations when the Customer Support Manager is unavailable.\nOperational Support\nProvide direct customer support through phone, email, chat, and other service channels as operational needs require.\nAssist the Customer Support Manager with staffing schedules, coverage adjustments, and other workforce needs.\nSupport Customer Support readiness for new productions, on-sales, subscription campaigns, policy changes, and other departmental initiatives.\nAssist with testing and implementing new Customer Support procedures and workflows.\nPerform other related duties as assigned.\nWho We Are:\nFor 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.\nWe 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.\nWhy Join Us:\nWe 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.\nOur benefits package includes:\nMedical insurance with low-cost premium for employee only coverage, plus FSA and employer-funded HRA options\nPaid vacation, sick leave, and holiday time to recharge with your loved ones\nLife Balance Reimbursement up to $125 a month for qualifying expenses such as transportation, parking, and wellness-related memberships\nFlexible schedules\nComplimentary tickets\nVision and dental insurance\nRetirement savings with a 3% employer match to help secure your future\nAnd more!\nSkills You’ll Bring:\nAssociate’s degree in business, hospitality, communications, arts administration, or a related field preferred\nMinimum three (3) years of experience in customer service, call center operations, ticketing, hospitality, live entertainment, or a related field.\nPrevious experience providing supervision, team leadership, training, or coaching in a customer-facing environment preferred.\nExperience with ticketing, CRM, or customer service software systems preferred.\nStrong knowledge of customer service practices and customer support operations.\nStrong customer service, communication, and interpersonal skills.\nAbility to provide clear direction, coaching, and real-time support to Customer Support Representatives.\nStrong problem-solving and decision-making skills with the ability to resolve customer and operational issues.\nAbility to manage daily workflow and adjust priorities based on customer demand and staffing needs.\nStrong attention to detail and commitment to accuracy.\nAbility to manage multiple priorities in a fast-paced customer service environment.\nProficiency with Microsoft Office 365 and customer service, CRM, or ticketing systems.\nAbility to work collaboratively with supervisors, peers, and staff across the organization.\nAbility to work flexible hours, including evenings, weekends, and holidays as operational 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