Supervisor, Customer Support; Platinum

Job Overview

Our Customer Support Supervisor is responsible for shaping the experience of each Parts Town customer and the way Parts Town is changing the industry. The Customer Support Specialist Supervisor will support internal team members by serving as the primary point of contact for training, guidance, and will support the day‑to‑day functions related to the operations of the Service business unit.

• Manage the flow of work coming into and being handled by the Customer Support Specialists team (focus on the Elite and Platinum tiers).
• Engage and coach employees with an emphasis on team building.
• Maximize productivity and quality of the Elite and Platinum teams.
• Support internal team members’ growth and development as they progress through the Parts Town journey.
• Prevent shipping delays and ensure order blocks are cleared across Platinum and Elite.
• Guide the team through the Platinum customer experience by collaborating with customers, manufacturers, and internal departments to find mutually beneficial solutions.
• Handle payroll, attendance issues, and disciplinary notices when applicable.
• Manage customer back‑order reports to ensure open orders are organized and current.

• 3+ years of experience in a high‑volume customer service role (1+ year of leadership/mentorship preferred).
• Excellent communication skills and proficiency in English (verbal and written).
• Passion for shaping the growth and development of team members.
• Proficient MS Office skills (bonus for SAP or other ERP experience).
• Strong organizational skills and ability to thrive in a fast‑paced environment.
• Attention to detail and commitment to high‑quality work.
• Friendly, helpful demeanor and willingness to support both team members and customers.
• Positive, team‑spirited personality and a willingness to collaborate with everyone.
• Reliable high‑speed internet connection at home.
• Availability to work 8:00 AM – 5:00 PM, Monday‑Friday, with flexibility as needed.

• Team member appreciation events and recognition programs.
• Volunteer opportunities.
• Monthly IT stipend.
• Casual dress code.
• On‑demand pay options.
• Traditional benefits such as health insurance, 401(k) with match, employee assistance programs, and paid time off.

The salary range for this role is $56,127.33 – $75,745.91 annually ($26.98 – $36.42 hourly). In addition to base pay, some roles offer a profit‑sharing program and an annual bonus depending on the role. Our comprehensive benefits package includes health, dental and vision insurance, 401(k) with match, employee assistance programs, paid time off, paid sick time, paid holidays, paid parental leave, and professional development opportunities.

Our team values collaboration, growth, and work‑life balance. Expect team lunches, potlucks, and celebrations of birthdays and milestones.

Parts Town welcomes diversity and, as an equal‑opportunity employer, all qualified applicants will be considered regardless of race, religion, color, national origin, sex, age, sexual orientation, gender identity, disability or protected veteran status.