Senior Customer Service Supervisor

Enthusiastautoholdings; Wadsworth (OH); On-site; USD 50,000 - 80,000; Full time

Job summary

An established industry player in the automotive aftermarket is looking for a Senior Customer Service Supervisor to enhance customer experience. In this role, you'll lead a dynamic team, resolve customer issues, and ensure high performance through effective management of KPIs. This full-time position offers a unique opportunity to shape the customer service landscape while fostering a positive work environment. If you are passionate about customer satisfaction and team leadership, this is the perfect opportunity for you.

Qualifications

• 3+ years of supervisory experience leading teams of 5 or more agents.
• Strong communication and de-escalation skills with a customer-centric approach.

Responsibilities

• Lead customer experience initiatives and resolve complex issues.
• Manage contact center KPIs and ensure team performance.
• Support onboarding, coaching, and performance reviews.

Skills

Customer Service Management

Communication Skills

De-escalation Techniques

Team Leadership

KPI Management

Job description

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Description

Enthusiast Auto Holdings (EAH) is a highly successful e-commerce company in the automotive aftermarket parts industry. EAH operates through nine enthusiast-focused websites, including ECS Tuning, Turner Motorsport, Pelican Parts, Rennline, Texas Speed & Performance, Z1 Motorsports, Z1 Off-Road, RCI Off-Road, and EVANNEX. The company serves automotive enthusiasts passionate about their vehicle's appearance and performance, providing parts, content, knowledge, and support. EAH also supports a global network of specialty installer shops for customers seeking a "Do it For Me" service. With strong organic growth and market-leading profitability, EAH has expanded through multiple acquisitions and plans further expansion.

Owned by Cortec Group, a private equity firm, EAH has received significant investments to enhance its operations, facilities, technology, and leadership, including a major facility expansion and implementation of enterprise-level systems.

Position Overview

We are seeking a Senior Supervisor of Customer Service to lead customer experience initiatives, including escalation resolution, team recruitment, and development activities for the ECS Tuning, Turner Motorsports, and Evannex brands. This role is based at our headquarters in Wadsworth, OH.

Key Responsibilities

1. Lead the Customer Experience by resolving customer pain points and de-escalating complex issues within delegated authority.
2. Conduct online feedback research and resolve indirect customer complaints.
3. Build a customer-centric team environment and ensure team performance.
4. Manage contact center KPIs such as Customer Satisfaction scores, chat and call abandonment rates, and wait times.
5. Support scheduling to ensure adequate coverage, manage PTO and call-offs, and adjust staffing during critical hours.
6. Generate reports and foster a culture of continuous improvement.
7. Communicate regularly with leadership through daily, weekly, and monthly recaps highlighting opportunities and successes.
8. Support onboarding, ongoing coaching, training, and performance reviews of team members.

Minimum Requirements

1. At least 3 years of supervisory experience leading teams of 5 or more agents.
2. Strong communication and de-escalation skills with a customer-centric approach.
3. Ability to accept and incorporate constructive feedback.
4. Experience in automotive or related industries is helpful but not required; willingness to learn is essential.
5. Proven track record of meeting or exceeding customer KPIs, including reputation scores and service levels.
6. Excellent coaching and mentoring skills, with a focus on team motivation and celebration of wins.
7. Effective scheduling management ensuring flexibility and responsiveness to staffing needs.
8. Regularly engage with team members and other departments to promote a positive work environment and address opportunities.

Additional Details

• Seniority Level: Mid-Senior level
• Employment Type: Full-time
• Job Function: Other
• Industry: Motor Vehicle Manufacturing

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