Customer Support Supervisor
Job Location
Atlanta, Georgia
Description
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.
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.
- 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).
Qualifications
- 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 required.
- Innovation mindset and technology-focused leader.
- Knowledge management and documentation expertise.
- Experienced in 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...
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.