Consumer Support Team Lead
About The Position
Are you ready for what's next? Come explore opportunities within Brunswick, a global marine leader committed to challenging conventions and innovating next-generation technologies that transform experiences on the water and beyond. Brunswick believes “Next Never Rests™,” and we offer a variety of exciting careers and growth opportunities within united teams defining the future of marine recreation. Innovation is the heart of Brunswick. See how your contributions will help transform vision into reality: Position Overview: As part of the talented Mercury Marine Customer Care team, you will lead and support a high-performing customer care team. This role is responsible for overseeing daily operations, coaching team members, and ensuring exceptional service experiences for Mercury Marine customers. The ideal candidate is a strong people leader with a customer-first mindset, capable of driving performance, collaboration, and continuous improvement. At Brunswick, we have passion for our work and a distinct ability to deliver. Essential Functions: Lead, coach, and develop a customer care team to deliver consistent, high-quality customer service Oversee daily team operations, including workload management, scheduling, and performance monitoring Develop and implement training strategies to support team performance and growth Serve as an escalation point for complex customer or dealer inquiries and issue resolution Support training, onboarding, and ongoing development of team members Identify process improvement opportunities and support change initiatives Ensure adherence to company policies, procedures, and service standards Diversity of thought and experiences is fundamental when imagining the unimaginable. Certain skillsets/experiences are necessary; however, others can be developed along the way.
Requirements
- Minimum of 3-5 years of experience in customer service or customer care
- Strong technical product knowledge and troubleshooting skills
- Strong communication, problem-solving, and interpersonal skills
- Proven track record of successful case de-escalations and conflict resolution
- Ability to manage multiple priorities in a fast-paced environment
- Proficiency with Microsoft Office tools
Nice To Haves
- Prior leadership or supervisory experience
- Demonstrated success in team development and performance management
- Familiarity with call center or contact center operations
- Passion for boating or marine products
Responsibilities
- Lead, coach, and develop a customer care team to deliver consistent, high-quality customer service
- Oversee daily team operations, including workload management, scheduling, and performance monitoring
- Develop and implement training strategies to support team performance and growth
- Serve as an escalation point for complex customer or dealer inquiries and issue resolution
- Support training, onboarding, and ongoing development of team members
- Identify process improvement opportunities and support change initiatives
- Ensure adherence to company policies, procedures, and service standards
Benefits
- This position is eligible to participate in Brunswick's comprehensive and high-quality benefits offerings, including medical, dental, vision, paid vacation, 401k (up to 4% match), Health Savings Account (with company contribution), well-being program, product purchase discounts and much more.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
