Lead Customer Care Pro — Elevate Service & Growth

Mister Car Wash, Inc.; Tucson, Northern (AZ, KY); Hybrid; USD 42,000 - 70,000; Full time

Benefits offered by this job

On-site fitness gym

Bike share

Employee game room

Free unlimited wash club

Job summary

Mister Car Wash, headquartered in Tucson, AZ, seeks a Lead Customer Care Specialist to guide the care team, resolve escalations, and drive service excellence from our Headquarters. The role acts as a liaison between frontline reps and management, shaping best practices in a fast-paced environment.

You will monitor performance, mentor staff, and help elevate customer satisfaction through practical training and process improvements. A customer-first mindset and strong communication are essential.

Qualifications

• Minimum 2 years of experience in customer service or contact center roles.
• Experience handling escalated customer issues and mentoring peers.
• Familiarity with customer service platforms (e.g., Jira, HubSpot, Freshdesk).
• Experience in a retention-centric environment preferred.

Responsibilities

• Support daily customer care operations by monitoring service levels, queues, and team performance.
• Provide on-the-job coaching, feedback, and onboarding support to team members.
• Handle complex customer inquiries via phone, email, or chat with empathy and professionalism.
• Identify trends in customer feedback and collaborate on process improvements.

Skills

Leadership

Customer service

Communication

Problem solving

Time management

Education

High school diploma or GED

Associate’s degree in Business or Communications

Tools

Jira

HubSpot

Freshdesk

Job description

Mister Car Wash, headquartered in Tucson, AZ, seeks a Lead Customer Care Specialist to guide the care team, resolve escalations, and drive service excellence from our Headquarters. The role acts as a liaison between frontline reps and management, shaping best practices in a fast-paced environment.

You will monitor performance, mentor staff, and help elevate customer satisfaction through practical training and process improvements. A customer-first mindset and strong communication are essential.