First Shift Support Supervisor

Tommy's • Holland, MI

18h • Onsite

About The Position

Tommy’s is seeking a First Shift Support Supervisor to lead the first-shift Support team in delivering timely, accurate solutions for clients. The supervisor coaches and develops team members, holds the team to KPI-based performance standards, resolves escalated issues, and continually improves support processes.

The role is based in a professional office environment and operates primarily indoors, with limited to no travel expected. Office hours are Monday through Friday, 8:00 a.m. to 5:00 p.m. The position routinely uses standard office equipment and requires multitasking in a fast-paced environment, communicating effectively, moving around the office, and alternating between sitting and standing. The role requires the ability to move and lift up to 30 pounds.

Tommy’s Express is an international car wash and car care franchise. Tommy’s Express Operations oversees corporately owned locations, while Tommy Car Wash Systems provides equipment, technology, and support for car wash operators. Together, Tommy’s Express and Tommy Car Wash Systems make up the Tommy’s Corporate brand, headquartered in Holland, Michigan.

Requirements

• High school diploma or GED.
• At least 2 years of professional experience.
• Tech savvy and proficient in Microsoft Office.
• Excellent written and oral communication skills.
• Process-oriented and a strong collaborator, able to communicate and manage well at all levels of the organization and across departments.
• Strong organizational and time management skills, with the ability to multitask and prioritize workload.
• Adaptable, with strong problem-solving and critical-thinking skills and the ability to exercise good judgment and make sound data-backed decisions.
• High integrity and dependability, with a strong sense of urgency and results orientation.
• Prioritize customer care and demonstrate a positive, can-do attitude.
• Show initiative and drive to identify and fill gaps.
• Able to work and commute in all weather conditions.
• Able to communicate, listen, detect, converse, discern, convey, express oneself, and exchange information effectively.
• Able to walk, bend, twist, turn, stoop, climb steps, reach with hands, and use hands and fingers.
• Able to work in a fast-paced, multitasking environment and move around the office to access standard equipment.
• Able to constantly operate a computer and other office productivity machinery, such as a keyboard, copy machine, and printer.
• Able to remain stationary for 50% or more of the time, alternating between sitting and standing.
• Able to move and lift up to 30 pounds.

Nice To Haves

• Bachelor’s degree preferred.
• Experience with database systems is a plus.

Responsibilities

• Oversee the Support team to ensure timely and accurate solutions.
• Monitor team performance, including call handling, response times, and workload.
• Conduct regular performance reviews and provide constructive feedback.
• Hold team members accountable for meeting KPI-based performance standards.
• Maintain accurate records of customer interactions and resolutions.
• Develop and implement training programs for new hires and ongoing staff development.
• Handle escalated inquiries and complaints promptly and effectively.
• Analyze support processes and identify areas for improvement.
• Schedule shifts and assist in managing time off to maintain service levels.
• Perform other duties as assigned; duties and responsibilities may change at any time with or without notice.

Benefits

• Base pay and eligibility for an annual profit-sharing bonus.
• Full insurance package, including health, dental, vision, life, disability, and Employee Assistance.
• Dependent Care FSA with on-site daycare options.
• 401(k) match and complimentary financial planning services.
• Paid time off and paid holidays.
• Continued education and tuition assistance.
• Learning and development program.
• Opportunity for internal growth for motivated, strong-performing team members.
• Fun, energetic, family-oriented work culture emphasizing team member morale.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED