Automotive Tech Support Supervisor

About the role

We are looking for a motivated Automotive Tech Support Supervisor to lead a team of technical support associates in the automotive parts sector. In this hands‑on position you will ensure high‑quality, multichannel customer experiences while handling complex product inquiries and driving continuous improvement.

Key responsibilities

• Lead, mentor and coach a team of support professionals, providing regular feedback and development.
• Deliver technical assistance across chat, social media, email, phone and ticketing platforms.
• Handle escalated issues, applying de‑escalation and conflict‑resolution techniques.
• Monitor KPIs such as AHT, CSAT, FCR and SLA, and implement actions to meet targets.
• Identify and execute process improvements to boost efficiency and accuracy.
• Collaborate with cross‑functional teams to resolve complex product problems.
• Stay current on automotive industry trends and emerging service technologies.

Required profile

• 1–3 years of customer support experience with direct supervisory responsibility.
• Background in automotive parts or related technical environments.
• Strong analytical mindset and ability to interpret operational data.
• Excellent written and verbal communication across all organizational levels.
• Proactive, detail‑oriented and capable of performing under pressure.

Required skills

• Experience with multichannel support tools, preferably Zendesk.
• Solid understanding of apps and tech‑enabled physical products.