Product Support Supervisor

Job Title

Visual Comfort & Co. is the premier resource for decorative and architectural lighting, ceiling fans, system controls and automated shading solutions from the most influential designers in the world. We are proud to offer a market-leading range of premium products across categories, styles and price points, remaining committed to beautiful design and, above all, a world-class customer experience.

This position is responsible for collaborating with customers, vendors, showrooms, customer experience and product support team. Duties include managing, troubleshooting, supporting, and providing training across the customer experience team, showrooms and product support team.

Visual Comfort Offers:

• Work-Life Balance: Monday Friday, 8:00am 5:00pm
• Training & Development: A comprehensive and structured training program, complemented by ongoing education and opportunities for career advancement.
• Paid Time Off: Generous vacation accrual and paid time off policies.
• Holidays: 7 paid holidays per year, in addition to 2 floating holidays.
• Compensation: Competitive compensation plan
• Health Benefits: Visual Comfort pays the majority of employees medical, vision, and dental coverage, available starting the first of the month following your start date.
• Insurance: Company-provided life insurance and short-term disability coverage.
• Retirement: 401(k) plan with company matching up to 4%, available beginning the first of the month following your hire date.

How Success Is Defined:

• 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.
• Works effectively with others in a team environment to accomplish organizational goals and to identify and resolve problems.
• Exhibits and adheres to the established Visual Comfort Company Values.
• Must 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.

What You Will Bring:

• 3-5 years' previous experience in lighting, customer service, or technical support
• 2 plus years in leadership or supervisor capacity
• 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

Compensation: $70,000

Compensation is based on individual factors, including skill set, relevant experience, and work location.

Qualified applicants are considered for employment, and employees are treated during employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, veteran status, gender identity, or expression, genetic information, or any other legally protected status.

To be eligible for this role, you must be authorized to work in the United States. We do not offer any type of employment-based immigration sponsorship for this role. Likewise, Visual Comfort & Co., will not provide any assistance or sign any documentation in support of any other form of immigration sponsorship or benefit including optional practical training (OPT) or curricular practical training (CPT).