Customer Experience (Call Center) Supervisor - Weekends (Sat-Mon)

Weekend Customer Experience Supervisor

Enthusiast Auto Holdings (EAH) is a highly successful e-commerce company in the automotive aftermarket parts industry. EAH goes to market via ten enthusiast-focused websites (banners): ECS Tuning, Turner Motorsport, Pelican Parts, Rennline, Texas Speed & Performance, Z1 Motorsports, Z1 Off-Road, RCI Off-Road, EVANNEX, and TEQSPORT. EAH serves automotive enthusiast customers who are passionate about how their vehicle looks and performs by providing the parts, content, knowledge, and support to make their vehicle come to life. We also serve a global network of specialty installer shops that solve for customers looking for a "Do it For Me" option. EAH's leadership team has delivered strong organic growth with market-leading profitability. EAH has also completed multiple acquisitions and plans continued expansion of its served markets via acquisition.

EAH is owned and supported by Cortec Group, a premier private equity firm. Cortec has invested millions of dollars to expand EAH's operations, facilities, technology, and leadership. Among other investments, EAH has recently completed a significant facility expansion at its primary distribution center and is in the process of implementing enterprise-level operating systems.

EAH is now seeking to strengthen the ECS Tuning team with a Weekend Customer Experience Supervisor who will create world-class customer experiences for passionate automotive enthusiasts by leading frontline teams, solving complex challenges, and helping turn transactions into lifelong brand loyalty.

Job Functions:

• Serve as the go-to escalation leader for customer concerns, helping enthusiasts get back on the road, track, or trail as quickly as possible.
• Manage Customer Experience queues daily and ensure fast, accurate support across every channel.
• Partner with teams across the business including sales, operations, warehouse, purchasing, and product teams to solve customer challenges and improve the overall enthusiast experience.

Help develop the next generation of automotive customer experience experts through hands-on coaching, training, and real-time support.

• Ensure every team member has the tools, product knowledge, and confidence to support passionate automotive enthusiasts with accuracy and speed.
• Lead regular team huddles and one-on-ones to celebrate wins, improve performance, and keep the team aligned and motivated.
• Drive accountability around department performance metrics, including service levels, response times, ETA communication, and customer satisfaction.

Lead by example in a fast-moving, high-performance environment where adaptability, positivity, and urgency matter every day.

• Bring energy, leadership, and an enthusiastic mentality that strengthens company culture.

What does success look like in this role?

The Customer Experience Supervisor helps create a high-energy, enthusiast-first environment where agents are empowered to solve problems quickly, confidently, and with a genuine passion for the automotive community. This leader plays a key role in developing team talent, improving one-contact resolution, and building lasting relationships with customers that drive loyalty, positive feedback, and long-term retention. Success also means driving performance across the department by keeping service levels, response times, communication standards, and customer satisfaction metrics operating at a best-in-class level.

Requirements

• 5+ years of experience delivering exceptional customer experiences in a fast-paced environment.
• Proven leadership experience with 23 years managing and developing high-performing teams of 15+ customer experience agents.
• Strong problem-solving mindset with the ability to stay organized, prioritize effectively, and make confident decisions under pressure.
• Passion for the automotive world with a solid foundation of vehicle knowledge and enthusiast culture.
• Ability to thrive in a fast-moving ecommerce environment with flexibility to support business needs, including evenings and weekends when required.

Benefits & Perks At ECS Tuning, we're proud to offer a comprehensive and competitive compensation and benefits package designed to support you both personally and professionally.

Health & Wellness

• Medical, Dental, and Vision insurance
• Health Savings Account (HSA) & Flexible Spending Account (FSA) options
• Paid Life Insurance, AD&D, and Long-Term Disability coverage
• Employee Assistance Program (EAP)

Financial & Retirement

• 401(k) with company match
• Retirement plan options
• Employee discounts on products and services
• Referral bonus program

Growth & Development

• Professional development and training opportunities

Schedule: Three 12-hour shifts (36 hours), paid for 40 hours.

• Saturday and Sunday: 7:00 AM - 7:00 PM
• Monday: 8:00 AM - 8:00 PM