Product Support Supervisor

A leading manufacturing company in the residential interiors space is seeking a Product Support Supervisor to lead product support operations and oversee team performance. The ideal candidate is a hands-on leader with strong technical support experience and a proven ability to manage teams and resolve complex issues. Working collaboratively, the new leader will drive service excellence by coaching team members, improving support processes, and coordinating with cross-functional partners while ensuring timely issue resolution and a high standard of customer support.

Salary + Additional Benefits:

• $70,000
• Medical, Dental, Vision, and Life Insurance
• 401k with match

Location: Houston, TX - Northwest

Responsibilities:

• Foster a collaborative team environment to achieve organizational goals and effectively resolve issues.
• Demonstrate and uphold Visual Comfort Company values in all professional interactions and decisions.
• Exhibit reliability, punctuality, and commitment to scheduled work hours, maintaining a consistent presence to support team communication and collaboration.
• Lead and manage the Product Support Representatives (PSRs) and oversee the overall product support function for Visual Comfort Group - Direct
• Ensure timely, accurate, and effective responses to technical inquiries via phone and email, including escalated issues and interdepartmental follow-ups.
• Manage staff schedules including lunch, breaks, time off, and coverage to minimize workflow disruptions.
• Conduct regular performance evaluations, provide constructive feedback, and implement improvement plans when necessary.
• Monitor customer interactions and conduct regular reporting to identify improvement opportunities and implement changes.
• Collaborate cross-functionally to resolve customer issues and deliver seamless service experiences.
• Establish and maintain customer service standards, policies, and procedures.
• Work effectively with others in a team environment to accomplish organizational goals and to identify and resolve problems.
• Exhibit and adhere to the established Visual Comfort Company Values.
• Demonstrate commitment, dependability, punctuality, and adherence to agreed-upon schedule. While being present in the workplace to effectively collaborate and communicate amongst co-workers and teams.

Requirements:

• Minimum 3 years of experience in the residential lighting industry REQUIRED
• Minimum 2 years in leadership or supervisor capacity REQUIRED
• High school diploma or equivalent required; Bachelor’s degree in Business Administration, Communications, Management, or a related field preferred. An advanced degree or professional certification, such as ALA Lighting Specialist Certification or Certified Customer Experience Professional, is a plus
• Strong aptitude for and proficiency navigating CRM tools (JDE, SAP, D365, Salesforce) and data analysis platforms
• Proven experience in call center, customer service, or supervisory experience
• Exceptional organizational and time management skills, with a strong attention to detail
• Ability to prioritize and handle multiple tasks and changing priorities
• Must demonstrate maturity in judgement, commitment, dependability, punctuality and adherence to agreed-upon schedule as determined by manager
• Ability to achieve results both independently and through others by fostering a spirit of teamwork and cooperation
• Demonstrate exceptional communication across all contact channels, including email, chat and phone
• Available to work a flexible schedule including weekends, early mornings, late evenings
• Equivalent combinations of education and experience will be considered for this role

Due to the high volume of applications we typically receive, we regret that we are not able to personally respond to all applications. However, if you are invited to take the next step in the process, you will typically be contacted within one week of submitting your application.

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