Supervisor, Consumer Support

Lennox (NYSE: LII) Driven by 130 years of legacy, HVAC and refrigeration success, Lennox provides our residential and commercial customers with industry-leading climate-control solutions. At Lennox, we win as a team, aiming for excellence and delivering innovative, sustainable products and services. Our culture guides us and creates a workplace where all employees feel heard and welcomed. Lennox is a global community that values each team member’s contributions and offers a supportive environment for career development. Come, stay, and grow with us.

We’re seeking a Contact Center Supervisor to lead daily operations in a high‑volume customer support environment. This role manages agent performance, resolves escalations, and partners across the business to improve processes and customer experience.

Responsibilities

• Supervise, coach, and develop a team of contact center agents
• Manage daily operations, real‑time queue performance, and service levels
• Own key KPIs including ACW, QA, AHT, FCR, and Customer Charter metrics
• Handle supervisor‑level, executive‑level, and legal escalations
• Support hiring, onboarding, and training initiatives
• Collaborate with Product, IT, Digital, Marketing, and National Accounts to resolve systemic issues 
• Interacts and partners with consumers, Field Sales, legal, marketing, management, executive leadership, and other departments as necessary, to respond to consumer concerns, escalations, and dispute resolution. 
• Identify process improvements and lead root cause analysis for recurring issues.
• Contribute to digital support enhancements, workflow updates, and cross‑functional projects

Qualifications

• Bachelor’s degree in Business Administration or equivalent experience, Dispute Resolution, or equivalent experience, with at least 3 years B2C contact center experience.
• Strong understanding of contact center KPIs and workforce operations
• Strong analytical and critical thinking skills, organized, detail-oriented
• Ability to work independently with basic training and minimal supervision
• Comprehensive understanding and use of Microsoft Office products, Adobe Acrobat, SAP, CRM, Salesforce
• Excellent listening, verbal and written communication skills
• Exceptional organizational and time management skills with high attention to detail
• Experience managing escalations and high‑visibility customer cases
• Excellent communication, coaching, and problem‑solving skills
• Ability to work under pressure and manage multiple priorities 

Preferred Skills

• Experience with social support tools (Sprout Social, BaZaarVoice)
• Background in cross‑functional collaboration with Product, IT, or Marketing
• HVAC industry knowledge

Technical Skills

• Salesforce (SFDC) Community & Case Management

Compensation: This is a salaried exempt role. The starting salary range for this role and market is between $66,000 -$86,100 annually. Factors that may affect starting salary include geography/market and the skills, education, experience, and other qualifications of the successful candidate. Employees in this role are also eligible for an annual bonus in accordance with the terms of the Company’s applicable plan. Employees in this role are not eligible for overtime.

Benefits: Subject to applicable eligibility requirements, the following benefits are offered for this role: tuition reimbursement; medical, dental, and vision insurance; prescription drug coverage; 401(k) retirement plan; short-term disability insurance; 8 weeks paid birthing leave; 2 weeks paid bonding leave; life and long-term disability insurance.

Depending on date of hire, and subject to applicable eligibility requirements, new employees in this role also receive up to: 12 days paid time off, 2 paid well-being days, 1 paid volunteer day, 12 paid holidays, and 3 floating holidays per year.

Our Culture: At Lennox, our Core Values of Integrity, Respect & Excellence are ingrained in the fabric of the organization. They define our culture – which is about how we do business and how we treat others. Lennox is not just a workplace; we are a global community that values each team member’s contributions. As an equal opportunity employer, we are committed to recruit, develop, and retain talented individuals from a wide range of backgrounds, ensuring that everyone has the opportunity to succeed and contribute to our continued growth and success. At Lennox, you’ll take pride in our brands, knowing you are part of something special. Come, stay, and grow with us! 

Disclaimers: The compensation and benefits information is accurate as of the date of this posting. Lennox reserves the right to modify this information at any time, with or without notice, subject to applicable law.

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