Customer Experience Team Lead

Holley Performance Products, Inc.; Bowling Green (KY); In loco; USD 50.000 - 70.000; Tempo pieno

Descrizione del lavoro

Holley Performance Products, Inc. in Bowling Green, KY, is seeking a Customer Service Supervisor to lead the day-to-day performance of the Customer Service team and deliver a high-quality experience for Holley customers.

You will coach frontline staff, set productivity and quality expectations, and partner with HR and cross-functional teams to resolve issues impacting customer satisfaction. This role emphasizes leadership, escalation management, training, and continuous improvement to support

Competenze

• 3+ years of customer service, call center, technical support, sales support, or related experience.
• Previous experience leading, coaching, or developing team members.
• Demonstrated ability to manage performance expectations and provide direct, constructive feedback.
• Strong customer service and problem-solving skills with the ability to manage escalated situations professionally.
• Strong verbal and written communication skills.
• Ability to prioritize multiple responsibilities in a fast-paced environment.
• Experience working with customer service systems, CRM platforms, or case-management tools.
• Comfortable using performance data and KPIs to coach employees and make operational decisions.

Mansioni

• Provide daily leadership and direction to Customer Service team members.
• Coach and develop team members through regular one-on-ones, feedback, performance discussions, and development planning.
• Set clear expectations for productivity, quality, attendance, customer experience, and overall job performance.
• Support onboarding and training of new team members and reinforce ongoing product, process, and system knowledge.
• Recognize strong performance and address performance concerns in a timely and consistent manner.
• Partner with HR on employee relations, performance management, attendance, and team development as needed.
• Identify opportunities to improve Customer Service processes, workflows, training, and customer outcomes.
• Partner with Technical Support, Sales, Product, Ecommerce, Distribution, IT, and other teams to resolve customer-impacting issues.
• Support implementation of new processes, systems, policies, and customer experience initiatives.
• Maintain and reinforce SOPs, job aids, knowledge resources, and team communication.
• Provide regular updates to Customer Service leadership regarding performance, trends, risks, and team needs.

Descrizione del lavoro

Holley Performance Products, Inc. in Bowling Green, KY, is seeking a Customer Service Supervisor to lead the day-to-day performance of the Customer Service team and deliver a high-quality experience for Holley customers.

You will coach frontline staff, set productivity and quality expectations, and partner with HR and cross-functional teams to resolve issues impacting customer satisfaction. This role emphasizes leadership, escalation management, training, and continuous improvement to support