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Visual Comfort & Co. · 1 month ago

Product Support Supervisor

Houston, TX

Full-time

Onsite

Mid, Senior Level

$70K/yr - $70K/yr

3+ years exp

Visual Comfort & Co. is a company focused on customer experience, and they are seeking a Product Support Supervisor. The role involves collaborating with various teams to manage and support customer interactions, ensuring effective resolutions to technical inquiries and overseeing the product support function.

Consumer GoodsE-CommerceLightingManufacturingRetail

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

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

Qualification

Customer service experienceCRM tools proficiencyLeadership experienceData analysisOrganizational skillsTime managementCommunication skillsTeamworkProblem-solving

Required

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

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

Preferred

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