Location:

Atlanta, GA

About Big Green Egg:

At Big Green Egg, we’re not just the best Kamado grill on the market; we are a lifestyle brand dedicated to enhancing outdoor entertaining. The Big Green Egg believes in bringing families, friends and neighbors together to cook over live-fire. Our “Egghead” community of loyal fans create memories with the delicious and diverse food they can prepare on their Eggs. With a rich 50-year history and a strong presence as an iconic brand in the outdoor kitchen industry, we are committed to providing our customers with premium products and a seamless experience, both online and offline. We offer a fun work environment, with lots of food and BBQ (of course!), as well as competitive

benefits, including a 401(k) match, medical and life insurance, to name a few.

Position Overview:

As Customer Support Supervisor at Big Green Egg, you will lead our dynamic customer support team while driving technological innovation in our service operations. This role combines hands-on team leadership with strategic system implementation to elevate our customer experience through modern support solutions. You’ll be responsible for managing daily support operations, developing team members, and optimizing our support infrastructure through AI and automation tools. The ideal candidate brings a blend of technical aptitude, leadership experience, and a forward-thinking approach to customer service excellence.

Key Responsibilities:

• Manage and develop a team of 7 customer support representatives
• Set and Monitor team performance metrics and quality of customer interactions

• Optimize customer service operations using AI and automation tools

• Handle escalated customer issues and complex problem resolution

• Generate regular metrics and reports on team performance and customer satisfaction

• Collaborate with other departments to improve product knowledge and service delivery
• Lead the implementation and optimization of Supered as the organization’s primary knowledge base and guidance system

• Coach, develop and grow the capabilities of the team

Technical Requirements:

• Experience with knowledge base implementation and management
• Strong capability in system implementation and change management
• Experience with HubSpot CRM and ticket management (preferred)
• Familiarity with Shopify e-commerce platform
• Demonstrated ability to implement and optimize AI-driven support solutions
• Experience in integrating and managing various tech stack components
• Working knowledge of NetSuite ERP system (preferred)

General Requirements:

• Minimum of 3+ years of previous customer service supervision experience
• Strong leadership and team development skills
• Excellent verbal and written communication skills
• Strong creative problem-solving and conflict resolution abilities
• Knowledge of and interest in BBQ, grilling, or outdoor cooking (preferred)
• Bachelor’s degree in business, Communications, or related field or equivalent work experience (preferred)
• Office role leading an in-office team
• No travel

Skills & Competencies:

• Innovation mindset and technology focused leader
• Knowledge management and documentation expertise
• Experienced at AI and automation implementation
• Team leadership
• Customer service
• Process improvement
• Strategic thinking
• Change management
• Data analysis

Physical Work Requirements:

Sedentary Work involves exerting up to 10 pounds of force occasionally or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time.

Our Pledge to Fostering an Inclusive and Safe Workplace:

Big Green Egg: pledges to be a harassment- and discrimination-free space for everyone, regardless of age, disability, ethnicity, gender identity or expression, nationality, neurotype, personal appearance, political affiliation, professional background, race, religion, or sexual identity or orientation.