Customer Service Supervisor

The role

The Customer Connections Supervisor provides day-to-day leadership, coaching, and support for the Customer Connections team. This role involves developing employees, overseeing the resolution of complex customer and dealer concerns, and ensuring high-quality customer experience.

What you will do

• Lead, coach, and develop a team of Customer Connections Coordinators
• Monitor team performance and key operational metrics
• Oversee the resolution of complex customer concerns, dealership escalations, and warranty-related issues
• Conduct performance reviews, quality monitoring, and regular one-on-one meetings
• Partner with cross-functional departments to deliver training opportunities
• Analyze customer feedback and operational trends for process improvements
• Support onboarding, training, and development activities
• Assist with the implementation of new programs, systems, policies, and processes
• Support departmental goals and continuous improvement initiatives
• Promote a positive, inclusive, and high-performing team environment

Required qualifications

• Bachelor's degree or equivalent combination of education and relevant work experience
• 3+ years of experience in customer service, customer relations, contact center, dealership support, warranty operations, or a related customer-facing environment
• 1+ years of experience leading, coaching, mentoring, or supervising employees
• Experience handling complex customer concerns, escalations, and issue resolution
• Strong interpersonal, communication, and relationship-building skills
• Experience using customer service metrics, quality monitoring, and performance data
• Proficiency with Microsoft Office, including Excel, PowerPoint, and Outlook
• Ability to prioritize competing responsibilities and adapt in a fast-paced environment

Nice to have

• Previous supervisory experience in an automotive, manufacturing, dealership, warranty, or customer experience environment
• Experience supporting customer advocacy, dealership relations, or warranty-related operations
• Experience developing or delivering employee training, onboarding, or coaching programs
• Knowledge of customer experience (CX) best practices and continuous improvement methodologies
• Experience analyzing customer feedback and operational trends to identify improvement opportunities
• Familiarity with customer relationship management (CRM) systems and contact center technologies
• Experience working with cross-functional teams such as Warranty, Product Quality, Service Operations, Dealer Development, Legal, or Field Operations
• Demonstrated ability to lead projects, process improvements, or change initiatives

Benefits

• Medical, dental, and vision plans
• Discounted Employee Lease Car program covering insurance, maintenance, and registration fees
• 401(k) with company match and annual contributions based on years of service
• Professional development opportunities including training and tuition reimbursement
• Employee resource groups
• Up to 30 days of paid time off including holidays, vacation, and other leave options

About the company

Mitsubishi Motors North America (MMNA) is in the automotive industry. The company focuses on innovation, quality, and excellence while fostering a dynamic and inclusive work environment.