Supervisor - Client Relations Center

The Team

The Client Relations Center (CRC), an essential part of the eCommerce team, plays a vital role in supporting all aspects of the Hermes.com business while ensuring a seamless omnichannel experience.

As the voice of the Maison, we provide expert assistance for client inquiries via phone, email, and live chat, working closely with US boutiques to deliver thoughtful, knowledgeable, and high-touch service.

The Opportunity:

As a CRC Supervisor, 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.

You will serve as a third point of escalation for complex cases, a quality ambassador, and a mentor who helps shape the team through coaching, performance development, and process enhancement.

You will be responsible for guiding a team of coordinators to ensure a seamless omnichannel client experience.

You will partner closely with Training, eCommerce, and Leadership teams to uphold brand values and continuously improve service.

The CRC Supervisor is based in the E59 New York, NY Corporate Office.

About the Role:


* 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


* All other duties assigned by leadership

Supervisory Responsibility:


* No direct reports, but responsible for frontline team support and guidance

Budget Responsibility:


* No

Decision Making Responsibility:


* Yes, makes decisions related to customer experience, service escalations and follow-up protocol

About You (or Preferred Skills):


* 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 communica...