Consumer Support Team Lead

Brunswick Boat Group•Fond du Lac, WI

About The Position

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.

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