Supervisor - Client Relations Center

Summary

The CRC Supervisor leads and develops front-line ambassadors in the Client Relations Center to deliver a seamless omnichannel experience across phone, email, and live chat. Based in the E59 New York corporate office, you will oversee daily operations, act as an escalation point for complex cases, and partner with Training and eCommerce to drive service excellence. The role emphasizes coaching, quality assurance, and continuous process improvement to uphold brand standards.

Responsibilities

• Supervise day-to-day contact volume across phone, email, and chat to ensure timely and accurate resolution of client inquiries
• Provide hands-on support and serve as a third point of escalation for complex or sensitive situations
• Perform regular quality assurance of calls and emails and identify coaching opportunities
• Monitor KPIs and dashboards, review data to identify performance trends and client pain points
• Deliver real-time coaching, contribute to trainings, and participate in hiring and onboarding
• Support special projects and operational priorities; flexible weekend availability required

Requirements

• Minimum 3 years of client service or contact center experience, preferably in a luxury or high-touch setting
• Proven ability to guide others, exercise sound judgment, and prioritize effectively in a fast-paced environment
• Excellent verbal and written communication skills
• Proficiency in Microsoft Office (Excel, Word, PowerPoint)
• Collaborative spirit, strong work ethic, and ability to mentor and develop frontline team members; knowledge of French is a plus