Customer Service Supervisor

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Marketing HQ Full Time KY - BG - Fuel Station, Bowling Green, KY, US

Overview

The Customer Service Supervisor is responsible for leading the day-to-day performance of a Customer Service team while delivering a high-quality experience for Holley customers. This role provides direct leadership, coaching, and performance management to frontline team members and ensures service expectations, productivity goals, and quality standards are consistently met.

The Supervisor serves as a key escalation point for customer concerns, supports team development and training, monitors operational performance, and partners across the organization to resolve issues impacting the customer experience.

Key Responsibilities

• Provide daily leadership and direction to Customer Service team members.
• Coach and develop team members through regular one-on-ones, feedback, performance discussions, and development planning.
• Set clear expectations for productivity, quality, attendance, customer experience, and overall job performance.
• Support onboarding and training of new team members and reinforce ongoing product, process, and system knowledge.
• Recognize strong performance and address performance concerns in a timely and consistent manner.
• Partner with HR on employee relations, performance management, attendance, and team development as needed.

Customer Experience & Escalations

• Serve as an escalation point for complex or sensitive customer concerns and help drive timely resolution.
• Ensure customer interactions reflect Holley’s service standards and customer-first approach.
• Support team members with difficult customer situations and provide guidance on appropriate resolution strategies.
• Identify recurring customer concerns and elevate broader product, process, or service issues.

Performance & Operational Management

• Monitor team performance against established KPIs, including productivity, response times, service levels, case resolution, quality, and customer satisfaction.
• Review individual and team performance data and take action when results are below expectations.
• Help manage daily staffing, workload distribution, schedules, and coverage to support service needs.
• Ensure team members follow established procedures, documentation requirements, and service standards.
• Conduct quality reviews and provide actionable coaching based on findings.

Process Improvement & Collaboration

• Identify opportunities to improve Customer Service processes, workflows, training, and customer outcomes.
• Partner with Technical Support, Sales, Product, Ecommerce, Distribution, IT, and other teams to resolve customer-impacting issues.
• Support implementation of new processes, systems, policies, and customer experience initiatives.
• Maintain and reinforce SOPs, job aids, knowledge resources, and team communication.
• Provide regular updates to Customer Service leadership regarding performance, trends, risks, and team needs.

Required Qualifications

• 3+ years of customer service, call center, technical support, sales support, or related experience.
• Previous experience leading, coaching, or developing team members.
• Demonstrated ability to manage performance expectations and provide direct, constructive feedback.
• Strong customer service and problem-solving skills with the ability to manage escalated situations professionally.
• Strong verbal and written communication skills .
• Ability to prioritize multiple responsibilities in a fast-paced environment.
• Experience working with customer service systems, CRM platforms, or case-management tools.
• Comfortable using performance data and KPIs to coach employees and make operational decisions.

Preferred Qualifications

• Previous formal supervisory or people‑leadership experience.
• Experience in automotive aftermarket, automotive technical support, ecommerce, or enthusiast‑driven industries.
• Experience managing customer escalations and performance improvement.
• Familiarity with Holley Performance Brands products.
• Experience with quality monitoring, workforce planning, CRM reporting, or continuous‑improvement initiatives.
• Experience creating or facilitating employee training.

Success Traits

• Accountable and decisive
• Strong coach and communicator
• Calm under pressure
• Consistent and fair
• Comfortable balancing people leadership with operational execution