Hybrid Customer Support Supervisor

at Sullivan & Cromwell LLP

• Job title: Customer Support Supervisor
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $73,920 - $97,885 per year
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Chicago, United States

About the role

• Supervisor for Customer Support at S&C Electric ensuring customer satisfaction and team performance in hybrid operations. Overseeing ticket resolution and operational objectives for electric power systems support.

Responsibilities

• Set specific goals and objectives for the team based on customer support KPIs to achieve immediate and short-term results
• Organize scheduling to ensure adequate coverage for all three shifts and necessary operating hours
• Monitor real-time operations, assign tasks and responsibilities, and provide direction to the team
• Create and manage databases and systems for product information and common customer queries to ensure timely resolution
• Support the implementation of system improvements in Salesforce and other reporting, tracking and database tools and provide hands-on training for smooth rollout
• Collaborate with the Assistant Manager – Technical Support to ensure the smooth escalation and handover of customer support tickets
• Maintain relationships with leaders across the organization (including sales, engineering, product development, operations and safety) to ensure seamless coordination, planning and alignment of shared priorities and work
• Monitor and control expenses in line with the Global Customer Support departmental budget
• Implement and monitor adherence to procedures, systems and tools to ensure seamless coordination, on-time resolution of tickets and customer satisfaction
• Develop and implement incident response protocols to handle emergencies effectively
• Respond to escalated customer issues and provide solutions
• Track and analyze daily and weekly support trends and KPIs including response times, system uptime and ticket resolution times
• Identify support trends and offer suggestions for improvements to enhance service quality
• Ensure the strict observance of all relevant US and/or international safety and environmental laws, standards and requirements
• Direct and review the work of the team to accomplish operational results
• Support the growth and development of team members, recognize and reward their achievements and proactively train, mentor and coach team members.

Requirements

• Minimum of three (3) years of experience in the electric power systems industry and at least two (2) years of Utility transmission and distribution exposure
• Minimum of three (3) years experience in operations, customer service and/or engineering with success in customer-facing support services
• Prior experience in a supervisory or managerial role with a grasp of basic management approaches
• Hands-on experience with monitoring systems and technologies, as well as customer service ticketing frameworks
• Customer service orientation and skills with a demonstrated commitment to customer satisfaction in every interaction
• Aptitude for identifying issues and using analytical skills to examine data to identify effective solutions to general/routine problems
• Demonstrated experience in CRM systems (Salesforce desirable) maintaining and leveraging data for reporting purposes
• Efficient time management and organizational skills to prioritize tasks while handling a heavy volume of customer support tickets and ensuring smooth operations
• Decision-making capabilities for informed and timely decisions, especially in high-pressure situations
• Broad understanding of monitoring systems and other relevant technologies
• Flexibility and adaptability to fast-moving situations and requirements
• Previous experience in a 24/7 operational environment
• Detailed knowledge of electrical utility distribution systems, power systems and associated systems.

Benefits

• Health and Welfare Benefits: Medical & Prescription, Dental, Vision, Health Care and Dependent Care Flexible Spending Accounts, Health Savings Account (HSA), Group Life Insurance, optional Supplemental Life and AD&D Insurance, Wellbeing Resources including Employee Assistance Program and Family Forming Benefits (i.e., Adoption and Fertility support)
• Leave Benefits: Vacation Time, Sick Time, Paid Holidays and Company Shutdown days, Short-Term Disability, Long-Term Disability, Other Leaves, Paid Parental Time and Military Leave
• Retirement Benefits: 401(k) Retirement Savings and Employee Stock Ownership Plan (KSOP) offering traditional and Roth 401(k) options and an Employee Stock Ownership Plan (ESOP) component; KSOP participants can receive annual ESOP company contributions of over 11% of eligible earnings (3% Core, up to 3.5% Match, Variable Periodic).