Customer Experience Supervisor - Weekends

Enthusiast Auto Holdings

Wadsworth (OH)

In loco

USD 52.000 - 75.000

Tempo pieno

6 giorni fa

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Vantaggi offerti da questo lavoro

Health Insurance

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Life Insurance

401(k) with company match

Employee discounts

Descrizione del lavoro

Enthusiast Auto Holdings (EAH), owner of ECS Tuning, is seeking a Weekend Customer Experience Supervisor to lead frontline teams and drive world-class support for automotive enthusiasts.

You will escalate issues, coach agents, and partner with sales, operations, and product teams to elevate the customer experience while maintaining performance standards over weekends.

Competenze

Five or more years delivering exceptional customer experiences in a fast-paced environment.
Two to three years leading and developing teams of 15+ customer experience agents.
Strong problem-solving mindset with ability to stay organized and make quick decisions under pressure.
Passion for the automotive world and enthusiast culture.
Ability to work evenings and weekends as required.

Mansioni

Serve as the go-to escalation leader for customer concerns across all channels.
Manage Customer Experience queues daily with fast, accurate support.
Partner with sales, operations, warehouse, purchasing, and product teams to improve the enthusiast experience.
Develop the next generation of customer experience experts through coaching and training.
Lead team huddles and one-on-ones to celebrate wins and drive performance.

Conoscenze

Customer leadership

Team leadership

Problem solving

Automotive passion

Work flexibility

Descrizione del lavoro

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.

EAH is now seeking to strengthen the ECS Tuning team with a Weekend Customer Experience Supervisor who will create world‑class customer experiences for passionate automotive enthusiasts by leading frontline teams, solving complex challenges, and helping turn transactions into lifelong brand loyalty.

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.

Health & Wellness