Customer Support Manager

Magna International • Lowell, MA

3d

About The Position

At Magna, you can expect an engaging and dynamic environment where you can help to develop industry-leading automotive technologies. We invest in our employees, providing them with the support and resources they need to succeed. As a member of our global team, you can expect exciting, varied responsibilities as well as a wide range of development prospects. Because we believe that your career path should be as unique as you are. Group Summary: Magna New Mobility is a business unit inside Magna International leveraging Magna’s technology building blocks, developing new capabilities, and entering new markets and use cases. Our products include advanced solutions for urban markets, industrial intralogistics, commercial and autonomous vehicles. Magna New Mobility is also creating advanced software solutions that integrate with next-generation hardware. Our software is a core driver - turning our hardware into smart, integrated platforms for partners eager to advance the mobility sector. Magna's New Mobility group is not just about building individual technologies; we aim to create integrated solutions that address the complex challenges of moving people efficiently and cost effectively in the 21st century. Join us in advancing and shaping the future of mobility. Job Responsibilities: As the Customer Support Manager for Magna New Mobility, you will lead a team dedicated to delivering exceptional customer experiences. Your role is critical in ensuring that our customers receive timely, effective, and empathetic support across all touchpoints. You will oversee daily operations, develop support strategies, and collaborate with cross-functional teams to continuously improve service quality and customer satisfaction.

Requirements

• Bachelor’s degree in Business, IT, or related field (or equivalent experience required.
• 5+ years in customer support or service roles required.
• Strong leadership and team management abilities.
• Excellent communication and problem-solving skills.
• Familiarity with CRM systems and support tools (e.g., Zendesk, Salesforce).
• Ability to analyze data and drive decisions based on insights.

Nice To Haves

• 2+ years leadership experience preferred.
• Understanding of mobility solutions, automotive technology, or SaaS products is a plus.

Responsibilities

• Team Growth & Leadership: Grow, manage and mentor a team of customer support specialists, ensuring high performance and professional growth.
• Customer Experience: Drive a customer-first culture by ensuring inquiries and issues are resolved promptly and effectively.
• Process Improvement: Develop and implement support processes, tools, and best practices to enhance efficiency and scalability.
• Metrics & Reporting: Monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores; provide regular reports to leadership.
• Escalation Management: Oversee complex or high-priority customer issues, ensuring timely resolution and clear communication.
• Cross-Functional Collaboration: Work closely with product, engineering, and operations teams to address recurring issues and improve offerings.
• Training & Development: Create onboarding and continuous training programs for support staff to maintain technical and product knowledge.
• Customer Feedback: Collect and analyze feedback to identify trends and opportunities for improvement.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees