Job Description
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:
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 communication skills
- Proficiency in Microsoft Office (Excel, Word, PowerPoint, etc.)
- Collaborative spirit and strong worth ethic; thrives in a dynamic, team-oriented culture
- Knowledge of French is a plus
The range for this position is $66,560 - $77,653 Annually. Actual rates are determined on the job, location, and individual experience.
We are looking for a candidate that has a combination of the above attributes and can perform the key functions of the role with or without reasonable accommodations."A creator, artisan and seller of high-quality objects since 1837, Hermès is an independent, family-owned French house that employs nearly 23 200 people worldwide. Driven by its permanent entrepreneurial spirit and consistently high standards, Hermès cultivates the freedom and autonomy of each individual through responsible management. The company perpetuates the transmission of exceptional know-how through strong territorial anchoring that respects people and resources. Sixteen artisanal métiers feed the creativity of the house, whose collections are presented in nearly 300 stores around the world"
Job Tags
Permanent employment, Worldwide, Flexible hours, Weekend work,