Position Summary:
We're seeking a highly motivated Technical Support Team Lead Supervisor with specialized experience in the automotive parts industry to join our growing team. In this hands-on role, you will lead and mentor a team of support professionals, ensuring exceptional multichannel customer experiences while navigating complex car parts inquiries, tech-enabled physical products, and app ecosystems. You will balance direct team leadership, de-escalation, and performance driving with process improvements and cross-departmental collaboration. If you thrive under pressure, possess sharp analytical skills, and are passionate about developing people in a fast-paced environment, we want to hear from you!

Responsibilities:

• Lead, mentor, and coach a team of technical support associates to drive performance through regular feedback and development.

• Provide exceptional technical and customer support across multichannel environments (chat, social media, email, phone, ticketing).

• Handle escalated customer issues, using strong de-escalation, conflict resolution, and fast decision-making skills under sensitive circumstances.

• Conduct regular performance evaluations, review key KPIs (AHT, CSAT, FCR, SLAs), and implement strategies to meet performance targets.

• Identify and implement process improvements to enhance team efficiency, technical accuracy, and customer satisfaction.

• Manage team operations effectively under pressure, particularly during high call volumes or complex technical escalations.

• Collaborate with cross-functional departments to resolve complex product issues and ensure a seamless end-to-end customer journey.

• Stay up to date on automotive industry trends, technical product specs, and emerging customer service technologies.

Required Skills & Abilities:

• Industry Expertise: Proven experience as a Tech Support Lead and direct background working with automotive/car parts.

• Technical Acumen: Solid understanding of apps and tech-enabled physical products, with the ability to learn new software and systems quickly.

• Multichannel & Tool Mastery: Strong track record in multichannel environments; experience with CRMs like Zendesk is a strong plus.

• Leadership & Coaching: Demonstrated ability to drive results, build high-performing teams, and manage under pressure with proactive risk management.

• Communication: Clear, effective written and verbal communication skills across all organizational levels (from frontline staff to executive leadership).

• Analytical Thinking: Strong critical thinking and analytical skills to evaluate data, monitor operational metrics, and optimize team workflows.

• Soft Skills: High attention to detail, proactive team player mentality, and exceptional de-escalation abilities.

Education & Experience:

• 1–3 years of experience in customer experience/support, with direct leadership or supervisory experience in a technical support setting.

• Senior college student or Bachelor's degree in Business Administration, Information Technology, Engineering, Statistics, or a relevant field preferred.