---
title: 'Customer Support Supervisor at CPI Security'
canonical: 'https://feeny.ai/job/customer-support-supervisor-cpi-security-charlotte-north-carolina-yx6pxs5h5xh0'
type: 'job'
last_seen: '2026-09-09'
---

# Customer Support Supervisor at CPI Security

- **Company:** CPI Security
- **Location:** Charlotte North Carolina, United States
- **Posted:** 2026-07-02
- **Last confirmed live:** 2026-09-09
- **Apply:** https://job-boards.greenhouse.io/cpisecurity/jobs/4694228006

## Job description

CPI Security, headquarted in Charlotte, NC, is looking for a Customer Support Supervisor, in office, full-time. At CPI Security, our Customer Support team plays a critical role in helping customers protect what matters most. As a Customer Support Supervisor, you’ll lead a team of Customer Support Advisors, support day-to-day call center operations, and help ensure every customer interaction reflects CPI’s commitment to dependable service, proactive support, and exceptional care. Reporting to the Customer Support Manager, this role is responsible for managing daily customer support activities including team coverage, workflow triage, employee coaching, performance management, operational metrics, and escalated customer concerns. You’ll serve as a subject matter expert for urgent customer needs and complex support issues while helping your team stay engaged, supported, and prepared to deliver outstanding service. If you’re a motivated leader who thrives in a fast-paced customer support environment and enjoys developing people, solving problems, and making a difference, this could be the right next role for you.

## What You’ll Do

- Lead, coach, and develop a team of Customer Support Advisors to achieve service, quality, and performance goals.
- Manage day-to-day customer support floor operations, including staffing coverage, call flow, triage, and resource allocation.
- Support representatives with troubleshooting technical issues, answering system or service questions, and educating customers on proper use and maintenance of their CPI Security systems.
- Handle escalated customer concerns with professionalism, empathy, and urgency.
- Monitor floor activity and ensure team members are meeting required standards and key performance indicators.
- Identify, develop, and grow high-performing representatives for future advancement opportunities.
- Address performance gaps by setting clear expectations and providing consistent coaching and feedback.
- Provide regular performance feedback, conduct coaching sessions, and administer performance reviews.
- Ensure employees have the tools, training, product knowledge, and resources needed to succeed.
- Communicate updates, process changes, business impacts, and expectations clearly to team members.
- Respond to employee relations and performance concerns in accordance with company policies.
- Monitor operational metrics, identify trends, and make real-time adjustments to support service goals.
- Take ownership of new, complex, or challenging customer, team member, or cross-functional requests.
- Foster a positive, professional, and accountable team environment aligned with CPI’s core values.

## What We’re Looking For

- High school diploma or equivalent required.
- Minimum of two years of previous supervisory experience required.
- Call center or customer support supervisory experience preferred.
- Experience with Salesforce CRM and workforce management tools preferred.
- Proficiency with Microsoft Excel, Word, and Outlook required.
- Strong customer service, communication, and phone skills.
- Ability to lead, motivate, coach, and manage a team in a fast-paced environment.
- Strong problem-solving skills with the ability to support urgent customer needs and complex escalations.
- Ability to maintain professionalism and courtesy when handling internal and external inquiries.
- Strong attention to detail and ability to monitor performance metrics and trends.
- Ability to maintain a high level of product knowledge, including system features, service offerings, promotions, pricing, and discounts.
- Self-motivated with the ability to take initiative and make sound decisions.
- Ability to build positive, productive working relationships with customers, colleagues, and direct reports.
- Schedule flexibility and willingness to go the extra mile for customers, employees, and the business.
- Commitment to CPI Security’s mission, vision, priorities, and core values.

Why Join CPI Security?

When you join CPI Security, you’re joining a team that helps customers throughout the Southeast feel safer, more connected, and more confident every day. Our Customer Support team is the voice of our company, helping customers with everything from technical questions to urgent support needs while delivering the personal service CPI is known for.

At CPI, you’ll have the opportunity to grow your leadership skills, develop high-performing teams, and make a meaningful impact by helping protect what matters most.

## About CPI Security

## Company Overview
- **One-liner**: CPI Security is a regional, full-service residential and commercial security provider offering monitored alarm systems, smart home integration, and 24/7 real-time response across the Southeastern United States.
- **Entity Type**: Private (bootstrapped/family-owned)
- **Headquarters**: Charlotte, North Carolina, United States
- **Founded**: 1991
- **Founders**: Not publicly disclosed on available sources

## Core Business
- **Primary industry**: Electronic Security / Home & Business Security Systems / Monitoring Services
- **Target customers**: Residential homeowners, commercial businesses, and new construction developers in the Southeast (primarily North Carolina, South Carolina, Tennessee, and Georgia)
- **Mission or purpose statement**: “Your Safety, Our Mission” — focused on helping and protecting others, with a commitment to customers, communities, and first responders throughout the Southeast.

## Products & Services
- **Residential Security Systems**: Customizable packages including 24/7 monitoring, smart cameras, sensors, and smart home integration. All packages include free professional installation.
- **Commercial Security Systems**: Tailored security solutions for businesses, including installation and service.
- **Real-Time Response (Real-Time Response℠)**: Proprietary monitoring service featuring real, local people (not just AI) who proactively safeguard homes and respond immediately to alerts.
- **Smart Home Integration**: AI-powered monitoring systems integrated with smart home technology (e.g., cameras, door locks, automation).
- **Flexible Payment Options**: Equipment can be purchased upfront or financed via monthly plans.

## Market Standing
- **Valuation/Market Cap**: Not publicly available (private company)
- **Key Metric**: Over 230,000 customers; one of the nation’s top 10 largest security providers; over 750 employees (as of 2026)
- **Notable Investors/Partners**: Not publicly disclosed (private). Key partnerships include local first responders and communities.
- **Growth Signals**: Expanded from 10 employees and 300 customers in 1991 to 750+ employees and 230,000+ customers; named SDM Dealer of the Year (twice), Central Station of the Year, and Marvel Award winner; recognized as one of the Carolinas’ Top 25 Best Places to Work; The Monitoring Association named CPI Security 2023 Enterprise Monitoring Center of the Year.

## Competitive Advantages
- **Real-Time Response℠**: Differentiator of having real, local people monitoring and responding to alarms, not just AI or call centers. This human-in-the-loop approach is positioned as superior care and faster response times.
- **Regional Focus**: Branches throughout the Carolinas, Tennessee, and Georgia enable local knowledge, faster on-site response, and personalized service.
- **Award-Winning Excellence**: Industry-recognized for alarm response times, technology, and customer service. SDM Dealer of the Year (twice) and Enterprise Monitoring Center of the Year (2023).
- **Free Professional Installation**: A key customer perk that lowers friction for adoption.
- **Long-Standing Reputation**: Founded in 1991, providing decades of trust and stability in a competitive market.

## Strategic Focus
- **Growth & Expansion**: Continuing to expand its regional footprint across the Southeast (currently in NC, SC, TN, GA) with active hiring for sales, installation, and support roles in new and existing markets.
- **Technology Innovation**: Investing in cutting-edge, AI-powered monitoring systems and smart home integration to stay ahead of industry trends and evolving threats.
- **Customer Retention & Lifecycle**: Actively hiring for roles like Marketing Manager – Customer Retention & Lifecycle and Customer Retention Manager, indicating a focus on long-term customer value and reducing churn.
- **Operational Excellence**: Prioritizing fast alarm response times, professional installation, and exceptional customer service as core operational pillars.

## Why Work Here
- **Culture & Recognition**: Consistently ranked as one of the Carolinas’ Top 25 Best Places to Work. Emphasizes a supportive, community-focused environment.
- **Benefits**: Competitive salary, 401(k) match, wellness program with incentives, education assistance, professional development, paid volunteer time, charitable giving, team events, birthday and work anniversary recognition.
- **Work Environment**: Hybrid/office roles available depending on position (e.g., corporate roles in Charlotte, field roles across the region). Hands-on work with cutting-edge security technology (AI, smart home systems).
- **Community Impact**: Employees get paid volunteer time off to participate in charitable activities. The company is deeply embedded in the communities it serves.
- **Career Growth**: Opportunities for advancement across corporate (marketing, finance, HR, IT, product), sales, customer support, installation, and service roles. Active hiring for senior roles (e.g., Product Owner, Corporate Controller, FP&A Director, Senior Data Engineer).
- **Engineering & Tech Roles**: Hiring for Salesforce Engineer, Senior Data Engineer, Product Owner, HR Data & Systems Specialist — indicating a growing tech and data team.

## Sources
1. [cpisecurity.com - Home Page](https://cpisecurity.com/)
2. [cpisecurity.com - About / The CPI Story](https://cpisecurity.com/the-cpi-story/)
3. [cpisecurity.com - Careers Page](https://cpisecurity.com/about/careers/)
4. [job-boards.greenhouse.io - CPI Security Jobs](https://job-boards.greenhouse.io/cpisecurity)

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