{"id":3484847,"url":"https://alion.io/job/crestron-customer-support-supervisor","title":"Customer Support Supervisor","company":{"id":181558,"name":"Crestron","domain":"crestron.com","url":"https://alion.io/company/crestron","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Dayforce","truth_index":{"grade":"A","score":86,"open_postings":24,"ghost_share":0,"stale_share":0.542,"repost_share":0,"time_to_fill_p50_days":52,"computed_at":"2026-11-04T06:34:25Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Rockleigh, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":70000,"max":90000,"currency":"USD","period":"year","gross":null,"usd_annual":90000},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-10-29T04:00:00Z","employer_posted_date":"2026-10-29","last_verified_at":"2026-11-04T14:38:27Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"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.\n\nThis position is a hybrid role based out of Rockleigh, NJ or Plano, TX\n\nKey Responsibilities\nTeam Leadership & Development\nLead, mentor, and motivate a team of customer support representatives across pre-sales and post-sales functions\nConduct regular one-on-ones, performance reviews, and real-time coaching to build skills and confidence\nIdentify skill gaps and develop training plans, onboarding programs, and growth paths\nFoster a positive, accountable, and collaborative team culture\nManage scheduling, workload distribution, and coverage to meet service level targets\nHandle hiring, onboarding, performance management, and, when necessary, corrective action\nEscalation Management\nServe as the primary point of escalation for complex, sensitive, or high-priority customer issues\nDe-escalate frustrated customers and drive issues leading to a positive customer experience\nCoordinate with Logistics, Fulfillment, Supply Chain, Enterprise Applications, Technical Support, and other departments to resolve issues to ensure customer satisfaction\nDocument escalation trends and recommend process or product improvements to prevent recurrence\nSales & Executive Support\nPartner with the Sales team to support customers during pre-and post-sales cycle, including orders, returns, product questions and overall customer satisfaction\nEnsure smooth handoffs between pre-sales and post-sales teams\nProvide executives with timely updates on key accounts, escalations, and customer sentiment\nSupport strategic or high-value accounts with white-glove service as needed\nOperations & Performance Management\nMonitor key metrics such as response time, resolution time, CSAT, first-contact resolution, backlog, and quality scores\nAnalyze data and report on team performance, trends, and opportunities for improvement\nMaintain and improve support processes, workflows, and knowledge base content\nEnsure consistent quality through case reviews, call monitoring, and feedback loops\nContribute to the evaluation and optimization of support tools and technology\nCross-Functional Collaboration\nAct as the voice of the customer, sharing insights and feedback with Executive Management, Fulfillment, Logistics, Supply Chain, Quality, Engineering, Sales, and Marketing\nCollaborate with leadership on support strategy, staffing forecasts, and department goals\nParticipate in special projects and initiatives that improve the customer experience\n\nQualifications\nHigh School degree/GED required\nBachelor’s Degree preferred\n3–5+ years of experience in customer support,\n1–2 years in a supervisory, team lead, or management role\nDemonstrated experience handling escalated customer issues with professionalism and empathy\nExperience supporting both pre-sales and post-sales customers \nExcellent written and verbal communication skills, including the ability to communicate effectively with executives\nStrong problem-solving, decision-making, and prioritization skills\nProficiency with ERP and CRM platforms (e.g., SAP, Salesforce)\nComfortable working with metrics and using data to drive decisions\nFamiliarity with sales processes and collaboration with sales teams\nExperience building or refining support processes and training programs\nBackground in workforce management or capacity planning\nPer applicable state requirements, the annual pay range for this position ($70,000 - $90,000) which consists of base salary (subject to performance), reflects the hiring range for candidates. Also note, an individual’s offer may vary from this range as it may be impacted by additional factors, including but not limited to the candidate's hiring location, qualifications, experience, and market factors.","description_format":"text","description_chars":4210,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Pro AV & Digital Signage","Smart Home Devices"],"lifecycle":[{"event":"open","at":"2026-10-29T21:26:05Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":6,"expected_fill_days":52,"reasons":["conf:1","stale_co","velocity","win:early"],"computed_at":"2026-11-04T06:34:25Z"},"pay":{"stated_usd_annual":90000,"is_top_pay":true},"html_url":"https://alion.io/job/crestron-customer-support-supervisor","json_url":"https://alion.io/job/crestron-customer-support-supervisor.json","meta":{"generated_at":"2026-11-04T17:59:32Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":27635,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-05T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":181558},"rest":"https://alion.io/mcp/rest/get_company?id=181558"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcrestron-customer-support-supervisor"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcrestron-customer-support-supervisor"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcrestron-customer-support-supervisor"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/crestron-customer-support-supervisor\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcrestron-customer-support-supervisor"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3484847}},{"tool":"search_jobs","arguments":{"company":"crestron.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3484847},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}