Weekend Auto CX Supervisor: Lead Enthusiast Teams

Enthusiast Auto Holdings; Wadsworth (OH); Presencial; USD 52.000 - 75.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical, Dental, and Vision insurance

401(k) with company match

Employee discounts on products and sev

Descripción de la vacante

Enthusiast Auto Holdings is seeking a Weekend Customer Experience Supervisor to lead ECS Tuning frontline teams, escalating complex concerns and delivering world-class service to automotive enthusiasts. You will coach agents, optimize queues, and collaborate with sales, operations, warehouse, purchasing, and product teams to continuously improve the overall enthusiast experience.

The role requires strong leadership, a passion for cars, and the ability to work evenings and weekends in a

Formación

• 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.

Responsabilidades

• 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.
• Help develop the next generation of automotive customer experience experts through hands‑on coaching, training, and real-time support.
• 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.

Conocimientos

Customer experience leadership

Team management

Problem solving

Automotive knowledge

Ecommerce flexibility

Descripción del empleo

Enthusiast Auto Holdings is seeking a Weekend Customer Experience Supervisor to lead ECS Tuning frontline teams, escalating complex concerns and delivering world-class service to automotive enthusiasts. You will coach agents, optimize queues, and collaborate with sales, operations, warehouse, purchasing, and product teams to continuously improve the overall enthusiast experience.

The role requires strong leadership, a passion for cars, and the ability to work evenings and weekends in a