Supervisor - Client Relations Center

As a Supervisor at the Client Relations Center, you will play a critical role in leading and developing our front-line ambassadors. You will oversee daily operations, support service excellence, and act as a key partner in building a high-performance, client-first culture. Based in the E59 New York, NY Corporate Office, you will ensure a seamless omnichannel client experience.

• Supervise day-to-day contact volume across all channels (phone, email, chat), ensuring timely and accurate resolution of inquiries.
• Lead by example, providing hands-on support to clients and guiding the team through escalated or sensitive situations.
• Deliver regular Quality Assurance of emails and calls to uphold brand standards and identify coaching opportunities.
• Review data to identify performance trends, client pain points, and areas for optimization.
• Foster a culture of curiosity, ownership, and commitment to excellence through continuous improvement.
• Partner with Training and eCommerce teams to enhance product knowledge, omnichannel processes, and service excellence.
• Provide real-time coaching and contribute to team trainings and quarterly team meetings.
• Monitor daily/weekly/monthly team performance, KPI dashboards and workflow compliance.
• Jump into the queue when needed and assist with special projects or operational priorities.
• Take part in hiring, onboarding, and mentoring new team members.
• Flexible weekend availability required to meet business needs.

• Minimum 3 years of client service or contact center experience required, 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, etc.).
• Collaborative spirit and strong work ethic; thrives in a dynamic, team-oriented culture.
• Knowledge of French is a plus.