Customer Support Supervisor

<p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-size: 10pt;">CPI Security, headquarted in Charlotte, NC, is looking for a Customer Support Supervisor, in office, full-time. </span></span><span style="font-size: 10pt;">At CPI Security, our Customer Support team plays a critical role in helping customers protect what matters most. As a Customer Support Supervisor, you’ll lead a team of Customer Support Advisors, support day-to-day call center operations, and help ensure every customer interaction reflects CPI’s commitment to dependable service, proactive support, and exceptional care. Reporting to the Customer Support Manager, this role is responsible for managing daily customer support activities including team coverage, workflow triage, employee coaching, performance management, operational metrics, and escalated customer concerns. You’ll serve as a subject matter expert for urgent customer needs and complex support issues while helping your team stay engaged, supported, and prepared to deliver outstanding service. If you’re a motivated leader who thrives in a fast-paced customer support environment and enjoys developing people, solving problems, and making a difference, this could be the right next role for you.</span></p> <h2><span style="font-size: 10pt;">What You’ll Do</span></h2> <ul> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Lead, coach, and develop a team of Customer Support Advisors to achieve service, quality, and performance goals.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Manage day-to-day customer support floor operations, including staffing coverage, call flow, triage, and resource allocation.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Support representatives with troubleshooting technical issues, answering system or service questions, and educating customers on proper use and maintenance of their CPI Security systems.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Handle escalated customer concerns with professionalism, empathy, and urgency.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Monitor floor activity and ensure team members are meeting required standards and key performance indicators.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Identify, develop, and grow high-performing representatives for future advancement opportunities.</span></li> <li style="font-size: 10pt;"><span style="font