Customer Experience Supervisor - Weekends
About The Position
Enthusiast Auto Holdings (EAH) is an e-commerce company in the automotive aftermarket parts industry, serving automotive enthusiasts through ten enthusiast-focused websites and supporting a global network of specialty installer shops. EAH is seeking a Weekend Customer Experience Supervisor for the ECS Tuning team to lead frontline teams and create excellent customer experiences for automotive enthusiasts. The supervisor serves as an escalation leader, manages Customer Experience queues, and coordinates with teams across the business to resolve customer challenges. The role includes coaching and training team members, leading huddles and one-on-ones, and ensuring agents have the tools and knowledge to support customers accurately and quickly. The supervisor is accountable for department performance measures such as service levels, response times, ETA communication, and customer satisfaction. The schedule consists of three 12-hour shifts totaling 36 hours, paid for 40 hours: Friday from 8:00 AM to 8:00 PM and Saturday and Sunday from 7:00 AM to 7:00 PM.
Requirements
- At least 5 years of experience delivering exceptional customer experiences in a fast-paced environment.
- 2–3 years of proven experience managing and developing high-performing teams of 15 or more customer experience agents.
- Strong problem-solving skills and 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 e-commerce environment and flexibility to support business needs, including evenings and weekends when required.
Responsibilities
- Serve as the escalation leader for customer concerns and help customers resolve issues quickly.
- Manage Customer Experience queues daily and ensure fast, accurate support across every channel.
- Partner with sales, operations, warehouse, purchasing, and product teams to resolve customer challenges and improve the customer experience.
- Coach, train, and provide real-time support to Customer Experience team members.
- Ensure team members have the tools, product knowledge, and confidence to support customers accurately and quickly.
- Lead regular team huddles and one-on-ones to recognize achievements, improve performance, and keep the team aligned and motivated.
- Drive accountability for department metrics, including service levels, response times, ETA communication, and customer satisfaction.
- Lead by example in a fast-moving, high-performance environment, demonstrating adaptability, positivity, and urgency.
- Bring energy and leadership to strengthen company culture.
- Develop team talent, improve one-contact resolution, and build lasting customer relationships that support loyalty and retention.
Benefits
- Medical, dental, and vision insurance.
- Health Savings Account (HSA) and Flexible Spending Account (FSA) options.
- Paid life insurance, AD&D, and long-term disability coverage.
- Employee Assistance Program (EAP).
- 401(k) with company match.
- Retirement plan options.
- Employee discounts on products and services.
- Referral bonus program.
- Professional development and training opportunities.
- Three 12-hour shifts totaling 36 hours, paid for 40 hours.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
