Customer Support & Experience Supervisor

About Us

Envision LED Lighting is a fast-growing company delivering innovative LED lighting solutions to commercial, industrial, and residential customers across North America. Our customers include contractors, distributors, and ecommerce buyers who rely on our team for responsive service and knowledgeable product support.

We are looking for a Customer Support & Experience Supervisor to lead a team responsible for assisting customers through phone, email, and chat support channels. This is a technical support and customer service leadership role, not a sales or warehouse position.

Position Overview

The Customer Support & Experience Supervisor leads a team providing technical support, order assistance, and issue resolution for customers in a fast-paced B2B and B2C ecommerce environment.

The role focuses on team leadership, customer escalations, and process management, including returns, warranty claims, and troubleshooting product issues. The supervisor ensures the team delivers exceptional service experiences while using NetSuite as a CRM/ERP system.

Key Responsibilities

• Lead, coach, and develop a Customer Support Team handling phone, email, and chat inquiries
• Manage customer escalations and complex technical issues, including troubleshooting LED lighting systems
• Oversee returns, warranty claims, and order-related inquiries with a focus on timely, accurate resolution
• Monitor team performance and customer service metrics such as CSAT, response time, and resolution time
• Provide ongoing coaching and training to strengthen service skills and technical product knowledge
• Conduct team huddles, training sessions, and knowledge-sharing initiatives
• Maintain and improve support documentation, SOPs, and internal knowledge base articles
• Collaborate with internal teams (sales, product, operations) to resolve customer issues and improve processes
• Ensure NetSuite ERP/CRM system is used efficiently for customer support tasks and record-keeping
• Foster a positive, customer-focused culture focused on empathy, problem-solving, and continuous improvement

Qualifications

• 5+ years of experience in customer service or technical customer support
• 5+ years in a supervisory or team leadership role managing support staff In Person setting
• Experience managing phone, email, and chat support channels
• Knowledge of B2B and B2C ecommerce support environments
• Hands-on experience with returns, warranty claims, and order issue resolution
• Experience using NetSuite ERP/CRM or similar systems
• Strong communication, coaching, and problem-solving skills
• Bilingual English/Spanish is a plus
• Ability to understand and clearly communicate technical product details

Why You’ll Love Working Here

• Competitive pay starting at $70,000/year DOE
• Health, dental, and vision insurance
• 401(k) plan
• Career growth and leadership development opportunities
• Collaborative, inclusive, and supportive work environment

Equal Opportunity Employer:

• Envision LED Lighting celebrates diversity and is committed to creating an inclusive environment. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, age, disability, or veteran status.

Pay: From $70,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Vision insurance

Application Question(s):

• Which customer support channels have you managed in a supervisory role? (
• Do you have experience providing technical support for products or troubleshooting customer issues?
• Have you supervised or handled returns, warranty claims, or order issue resolutions in a previous role?
• Which additional languages are you comfortable using for professional communication?
• Do you have experience supervising a customer support team onsite (not fully remote)?How many team members and for how long?
• What phone support systems and ticketing platforms are you familiar with?

Education:

• Bachelor's (Preferred)

Ability to Commute:

• Commerce, CA 90040 (Required)

Work Location: In person