CPI Security

Customer Support Supervisor

Charlotte, North Carolina, United States · Full-time

Sponsorship not specifiedDetected 19 days ago

SalesforceCRMExcelPerformance ManagementEmployee RelationsCustomer SupportLeadershipCommunicationProblem SolvingMentoringMicrosoft Office

About the role

CPI Security, headquarted in Charlotte, NC, is looking for a Customer Support Supervisor, in office, full-time. 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

Lead, coach, and develop a team of Customer Support Advisors to achieve service, quality, and performance goals.
Identify, develop, and grow high-performing representatives for future advancement opportunities.
Monitor operational metrics, identify trends, and make real-time adjustments to support service goals.
CPI Security, headquarted in Charlotte, NC, is looking for a Customer Support Supervisor, in office, full-time.
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.
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.

High school diploma or equivalent required.
Minimum of two years of previous supervisory experience required.
Proficiency with Microsoft Excel, Word, and Outlook required.
Strong attention to detail and ability to monitor performance metrics and trends.
Self-motivated with the ability to take initiative and make sound decisions.
Monitor floor activity and ensure team members are meeting required standards and key performance indicators.

Manage day-to-day customer support floor operations, including staffing coverage, call flow, triage, and resource allocation.

Support representatives with troubleshooting technical issues, answering system or service questions, and educating customers on proper use and maintenance of their CPI Security systems.
At CPI Security, our Customer Support team plays a critical role in helping customers protect what matters most.

This listing is sourced directly from CPI Security's careers page and normalized into a canonical job model.