Customer Experience (Call Center) Supervisor - Weekends (Sat-Mon)

Enthusiast Auto Holdings

Wadsworth (OH)

On-site

USD 26,000 - 29,000

Full time

19 hours ago

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Benefits offered by this job

Health insurance

HSA/FSA options

Life insurance

AD&D

Long-term disability

Employee assistance program

401(k) with match

Retirement plan

Employee discounts

Referral bonus

Professional development

Job summary

Enthusiast Auto Holdings (EAH) is seeking a Customer Experience Supervisor in Ohio, responsible for leading the CX team, resolving escalations, and partnering with sales, operations, and product teams to deliver an exceptional enthusiast experience.

You will coach a 15+ agent team, drive metrics, supervise scheduling across weekends, and uphold the company’s values of accountability and transparency while maintaining a fast-paced ecommerce environment.

Qualifications

5+ years of experience delivering exceptional customer experiences in a fast-paced environment.
Proven leadership experience with 2–3 years managing and developing teams of 15+ customer experience agents.
Strong problem-solving mindset with the ability to stay organized, prioritize effectively, and make confident decisions under pressure.
Passion for the automotive world with a solid foundation of vehicle knowledge and enthusiast culture.
Ability to thrive in a fast-moving ecommerce environment with flexibility to support evenings and weekends when required.

Responsibilities

Serve as the go-to escalation leader for customer concerns and rapid resolution across channels.
Manage Customer Experience queues daily and ensure fast, accurate support across every channel.
Partner with teams across the business — including sales, operations, warehouse, purchasing, and product teams — to solve customer challenges and improve the overall enthusiast experience.
Help develop the next generation of automotive customer experience experts through hands-on coaching, training, and real-time support.
Lead regular team huddles and one-on-ones to celebrate wins, improve performance, and keep the team aligned and motivated.

Skills

CX leadership

Team management

Problem solving

Automotive passion

Availability evenings/weekends

Job description

About Enthusiast Auto Holdings (EAH):

Enthusiast Auto Holdings (EAH) is a highly successful e-commerce company in the automotive aftermarket parts industry. EAH goes to market via ten enthusiast-focused websites (banners): ECS Tuning, Turner Motorsport, Pelican Parts, Rennline, Texas Speed & Performance, Z1 Motorsports, Z1 Off-Road, RCI Off-Road, EVANNEX, and TEQSPORT. EAH serves automotive enthusiast customers who are passionate about how their vehicle looks and performs by providing the parts, content, knowledge, and support to make their vehicle come to life. We also serve a global network of specialty installer shops that solve for customers looking for a "Do it For Me" option. EAH’s leadership team has delivered strong organic growth with market-leading profitability. EAH has also completed multiple acquisitions and plans continued expansion of its served markets via acquisition. EAH is owned and supported by Cortec Group, a premier private equity firm. Cortec has invested millions of dollars to expand EAH’s operations, facilities, technology, and leadership. Among other investments, EAH has recently completed a significant facility expansion at its primary distribution center and is in the process of implementing enterprise-level operating systems.

Job Type

Full-time

Job Functions

Customer experience leadership

Serve as the go-to escalation leader for customer concerns, helping enthusiasts get back on the road, track, or trail as quickly as possible.
Manage Customer Experience queues daily and ensure fast, accurate support across every channel.
Partner with teams across the business — including sales, operations, warehouse, purchasing, and product teams — to solve customer challenges and improve the overall enthusiast experience.

Customer Experience Leadership

Help develop the next generation of automotive customer experience experts through hands-on coaching, training, and real-time support.
Ensure every team member has the tools, product knowledge, and confidence to support passionate automotive enthusiasts with accuracy and speed.
Lead regular team huddles and one-on-ones to celebrate wins, improve performance, and keep the team aligned and motivated.
Drive accountability around department performance metrics, including service levels, response times, ETA communication, and customer satisfaction.

Live the values of Accountability, Communication, Transparency, Collaboration, Trust, and Respect

Lead by example in a fast-moving, high-performance environment where adaptability, positivity, and urgency matter every day.
Partner with teams across the business — including sales, operations, warehouse, purchasing, and product teams — to solve customer challenges and improve the overall enthusiast experience.
Bring energy, leadership, and an enthusiastic mentality that strengthens company culture.

What Does Success Look Like In This Role

The Customer Experience Supervisor helps create a high-energy, enthusiast-first environment where agents are empowered to solve problems quickly, confidently, and with a genuine passion for the automotive community. This leader plays a key role in developing team talent, improving one-contact resolution, and building lasting relationships with customers that drive loyalty, positive feedback, and long-term retention. Success also means driving performance across the department by keeping service levels, response times, communication standards, and customer satisfaction metrics operating at a best-in-class level.

Requirements

What you bring to the team:

5+ years of experience delivering exceptional customer experiences in a fast-paced environment.
Proven leadership experience with 2–3 years managing and developing high-performing teams of 15+ customer experience agents.
Strong problem-solving mindset with the ability to stay organized, prioritize effectively, and make confident decisions under pressure.
Passion for the automotive world with a solid foundation of vehicle knowledge and enthusiast culture.
Ability to thrive in a fast-moving ecommerce environment with flexibility to support business needs, including evenings and weekends when required.

Benefits & Perks

At ECS Tuning, we’re proud to offer a comprehensive and competitive compensation and benefits package designed to support you both personally and professionally.

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