Customer Service Supervisor

About the Company

MAKS Enterprises is a nationally recognized leader in automotive electronics remanufacturing, specializing in TIPMs, ECMs, and other critical vehicle control modules. We help customers, repair facilities, dealerships, and fleet operators get vehicles back on the road quickly and reliably. Our team operates by five core values:

• Trailblazers
• Reputation
• Accountability
• Empathy
• Evolve or Bust

As we continue to grow, were looking for a Customer Service Supervisor who can lead our customer support operation, develop our team, and help create a best-in-class customer experience.

About the Role

The Customer Service Supervisor is responsible for the day-to-day leadership, performance, and development of MAKS' customer support operation. This role oversees both our U.S.-based customer service staff and our Philippines-based support team (currently 12 team members total), ensuring customers receive consistent, professional, and solution-oriented service across every channel. This is a hands-on leadership role. The ideal candidate has personally handled escalations, customer disputes, and complex service situations while also coaching teams, monitoring performance, and implementing processes that improve efficiency and customer satisfaction. The Customer Service Supervisor is accountable for team performance, customer experience outcomes, service quality, and continuous improvement of customer-facing processes.

Responsibilities

Team Leadership & Development

• Directly supervise customer service team members in both the United States and the Philippines
• Provide ongoing coaching, feedback, and performance management
• Conduct regular one-on-one meetings and formal performance reviews
• Support recruiting, interviewing, onboarding, and training of new team members
• Foster a culture of accountability, professionalism, and customer-first thinking
• Ensure adequate staffing, scheduling, and workload coverage across teams

Customer Experience & Escalations

• Serve as the primary escalation point for complex customer concerns
• Resolve disputes, refunds, replacements, warranty concerns, and service exceptions
• Exercise sound judgment when balancing customer satisfaction with company policies
• Monitor customer reviews and feedback platforms and coordinate appropriate responses
• Identify recurring customer pain points and recommend solutions to leadership

Quality Assurance & Performance Management

• Establish and maintain quality standards for calls, emails, text messages, and other customer interactions
• Conduct regular quality reviews and provide actionable coaching
• Track team performance against established service metrics
• Develop improvement plans for underperforming team members
• Maintain training materials, scripts, SOPs, and knowledge base documentation

Operations & Process Improvement

• Monitor daily customer service operations and workflow efficiency
• Analyze service trends and identify opportunities to improve response times, resolution rates, and customer satisfaction
• Develop and implement processes that improve consistency and scalability as the company grows
• Partner with Operations, Production, Shipping, and Leadership teams to resolve customer-impacting issues
• Ensure customer service procedures remain documented, current, and consistently followed

Reporting & KPI Management

• Track and report on key customer service metrics, including response times, resolution rates, review trends, QA scores, and team productivity
• Present performance insights and recommendations to leadership
• Identify trends, root causes, and opportunities for operational improvement using customer service data
• Help establish goals and accountability measures for the department

Qualifications

• 36 years of customer service experience
• 13 years of leadership, supervisory, or team management experience
• Experience personally handling customer escalations, disputes, refunds, and complaint resolution
• Experience managing remote or distributed teams
• Strong coaching, communication, and conflict-resolution skills
• Demonstrated ability to hold team members accountable while maintaining positive working relationships
• Strong organizational skills with the ability to manage multiple priorities simultaneously
• Comfortable learning and utilizing new software systems, reporting tools, and AI-assisted technologies

Preferred Skills

• Spanish fluency
• Experience managing offshore or Philippines-based teams
• Automotive, e-commerce, manufacturing, or technical product support experience
• Experience with customer service platforms such as Aircall, Gorgias, Zendesk, HubSpot, or similar systems
• Experience building KPIs, reporting dashboards, or quality assurance programs

Pay range and compensation package

• $70,000 annual salary
• Full-time, on-site position in Canoga Park, CA
• Paid time off and company benefits, including company-sponsored medical, dental, and vision insurance
• Opportunity to lead and shape a growing customer service organization
• Collaborative, fast-paced environment with opportunities for advancement

Equal Opportunity Statement

At MAKS, customer service is a core part of our reputation. Were looking for a leader who takes ownership, develops people, solves problems, and continuously improves the customer experience.