Roadside Support Team Lead

Europcar; Tulsa (OK); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Medical benefits

Vision benefits

Dental benefits

401k

Employee discounts

Referral bonus

Life insurance

AD&D insurance

FSA

Parental leave

Employee assistance program

Job summary

Europcar Mobility Group is seeking a Roadside Supervisor in Tulsa to lead the daily operations of the Roadside Assistance Call Center, ensuring timely, accurate, and high-quality service to customers. This role blends hands-on team leadership with frontline customer interactions and coaching of agents in real time.

The ideal candidate will manage escalations, uphold service standards, and drive continuous improvement while cultivating a culture focused on performance and customer care.

Qualifications

• Experience leading a call center or customer support team.
• Proven ability to coach in real time and handle escalations.
• Strong focus on service quality and process improvements.

Responsibilities

• Oversee daily operations of the roadside call center
• Ensure efficient, accurate, and timely service delivery
• Handle customer interactions, including escalations
• Maintain compliance with all department policies and procedures
• Foster a high-quality, customer-first service culture
• Direct daily workflow and support team members as needed
• Monitor team productivity and case handling
• Motivate, redirect, and support staff in real time
• Resolve employee and customer issues quickly and professionally
• Enforce company service standards and policies
• Provide coaching, feedback, and ongoing development
• Develop employees based on individual strengths
• Contribute to call handling during peak or hold times
• Lead new employee training and onboarding
• Deliver continuous coaching and performance evaluations
• Support agents with tools, resources, and encouragement
• Ensure individual and departmental goals are met
• Promote a safe, secure, and healthy work environment
• Assist with ad hoc projects and department needs
• Uphold a team-oriented culture focused on excellence
• Take ownership of self-development and ongoing learning
• We offer:
• Medical, Vision, Dental, 401k, Employee Discounts, Referral bonus
• Company-paid Life Insurance
• Company-paid AD&D Insurance
• Flexible spending account
• Parental leave
• Employee assistance program

Skills

Team leadership

Coaching

Customer service

Quality focus

Job description

Europcar Mobility Group is seeking a Roadside Supervisor in Tulsa to lead the daily operations of the Roadside Assistance Call Center, ensuring timely, accurate, and high-quality service to customers. This role blends hands-on team leadership with frontline customer interactions and coaching of agents in real time.

The ideal candidate will manage escalations, uphold service standards, and drive continuous improvement while cultivating a culture focused on performance and customer care.