Customer Service Supervisor

About the Job:

The Customer Connections team serves as a critical link between our customers, dealers, and business partners, helping ensure concerns are resolved with care, urgency, and professionalism. As our organization continues to grow and evolve, we are investing in leadership that can strengthen employee development, elevate the customer experience, and build stronger connections across the business. The Customer Connections Supervisor will play an important role in shaping the future of the team by fostering a culture of learning, collaboration, and customer advocacy while supporting the delivery of exceptional service to both customers and dealers. This is an exciting opportunity for a leader who is passionate about developing people, driving positive change, and making a visible impact within the organization.

Summary of Role:

The Customer Connections Supervisor provides day-to-day leadership, coaching, and support for the Customer Connections team. This role is responsible for developing employees, overseeing the resolution of complex customer and dealer concerns, and ensuring the team consistently delivers a high-quality customer experience. The Supervisor works closely with cross-functional partners and department leadership to support operational excellence, employee engagement, and continuous improvement initiatives that contribute to the success of the department and the broader organization.

As a Customer Connections Supervisor, You Will:

• Lead, coach, and develop a team of Customer Connections Coordinators, fostering a culture of accountability, collaboration, and customer advocacy.
• Monitor team performance and key operational metrics, providing coaching and feedback to drive customer satisfaction and service excellence.
• Oversee the resolution of complex customer concerns, dealership escalations, and warranty-related issues.
• Conduct performance reviews, quality monitoring, and regular one-on-one meetings to support employee development and engagement.
• Partner with Warranty, Service, Parts, Product Quality, Connected Services, Legal, Field Operations, and Dealer Development to develop and deliver cross-functional training opportunities.
• Analyze customer feedback and operational trends to identify opportunities for process improvements and enhanced service delivery.
• Support onboarding, training, and development activities for new and existing team members.
• Assist with the implementation of new programs, systems, policies, and processes within the department.
• Support departmental goals and continuous improvement initiatives through effective execution and collaboration.
• Promote a positive, inclusive, and high-performing team environment.
• Other job duties as assigned.

Measuring Your Momentum (Success Metrics):

First 90 Days – Getting Up To Speed

• Learn the Customer Connections operation, team processes, key stakeholders, and performance objectives.
• Build strong relationships with cross-functional teams and dealership partners to support issue resolution and collaboration.
• Analyze customer feedback, operational trends, and performance metrics to identify opportunities for improvement.
• Support departmental goals, process improvements, and customer experience initiatives.
• Partner with leadership to align team priorities with business objectives.

Year 1 Victory Lap

• Lead onboarding, training, and development efforts that strengthen employee performance and consistency.
• Establish ongoing cross-functional learning opportunities that enhance team knowledge and collaboration.
• Implement process improvements that positively impact customer satisfaction, quality, or operational efficiency.
• Coach and develop team members through meaningful development discussions and growth opportunities.
• Build a high-performing culture focused on accountability, continuous learning, customer advocacy, and employee engagement.

Ready to Join The Team? You Should Have:

• 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 with the ability to collaborate across multiple departments.
• Experience using customer service metrics, quality monitoring, and performance data to support team performance.
• Proficiency with Microsoft Office, including Excel, PowerPoint, and Outlook.
• Ability to prioritize competing responsibilities and adapt in a fast-paced environment.

Extra Horsepower (Profile Differentiators):

• 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.

Why Join Us:

• Be part of a team where continuous improvement is at the core of our culture, giving you the opportunity to influence processes, develop employees, and help deliver exceptional customer experiences.
• Collaborate with cross-functional partners across the organization to drive meaningful changes that improve service delivery, customer satisfaction, and dealership support.
• Make a visible impact on initiatives focused on customer retention, long-term customer loyalty, and operational excellence while growing your leadership career with Mitsubishi Motors North America.

Pay Transparency: 

The base salary for this position ranges between $70,000 to $80,000. The base salary will be based on a number of factors including the role offered, the individual's job-related knowledge, skills, and qualifications. In addition to base salary, we are proud to offer a comprehensive and competitive benefits package for all eligible employees which also includes 401k with company match, Mitsubishi Lease Program, and a full range of medical, financial, and other perks and benefits.

Perks and Benefits:

• Family First: Enjoy comprehensive healthcare coverage, including medical, dental, and vision plans.
• Be a Proud Mitsubishi Ambassador: Take advantage of our Discounted Employee Lease Car program, covering insurance, maintenance, and registration fees, with no down payment or credit check required.
• Secure Your Future: Benefit from our 401(k) with Company match and annual contributions based on years of service.
• Fuel Your Growth: Access professional development opportunities, including training, tuition reimbursement, and employee resource groups.
• Take Time for Yourself: Enjoy up to 30 days of paid time off, including holidays, vacation, and other leave options.
• Hybrid Working Environment: Experience the perfect balance of remote and in-office work (~2 days remote, 3 days in-office) at our modern office, located in the vibrant Franklin, TN area.
• Thrive in an Open Environment: Experience our collaborative workspace where ideas flow freely.