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Building a better future for this generation and the next.
The Role
Leads and develops a team of Mobile Service Coordinators supporting fleet-services customers during evening and weekend shifts. Manages daily operations, staffing, escalations, service levels, performance metrics, coaching, employee engagement, and cross-functional issue resolution. Analyzes operational data to improve processes, service delivery, and customer satisfaction while ensuring compliance with company procedures and quality standards.
Summary Generated by Built In
Position Summary
The Supervisor, Customer Care is responsible for leading a team of Mobile Service Coordinators who support Cox Automotive Mobility Fleet Services customers during evening and weekend operating hours. This role is responsible for driving operational excellence, employee engagement, customer satisfaction, and service delivery performance while ensuring the team consistently delivers a seamless customer experience. The Supervisor serves as a front-line leader, providing coaching, development, and real-time support to team members while managing daily operations, escalations, workforce needs, and key performance metrics. This position plays a critical role in maintaining service levels, improving processes, and fostering a culture of accountability and continuous improvement.
Key Responsibilities
Qualifications
Success Factors
USD 67,100.00 - 100,700.00 per year
Compensation:
Compensation includes a base salary in the range of $67,100.00 - $100,700.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.
Benefits:
The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.
EOE, including disability/vets
The Supervisor, Customer Care is responsible for leading a team of Mobile Service Coordinators who support Cox Automotive Mobility Fleet Services customers during evening and weekend operating hours. This role is responsible for driving operational excellence, employee engagement, customer satisfaction, and service delivery performance while ensuring the team consistently delivers a seamless customer experience. The Supervisor serves as a front-line leader, providing coaching, development, and real-time support to team members while managing daily operations, escalations, workforce needs, and key performance metrics. This position plays a critical role in maintaining service levels, improving processes, and fostering a culture of accountability and continuous improvement.
Key Responsibilities
- Lead, coach, and develop a team of Mobile Service Coordinators, providing ongoing feedback, mentoring, and performance management.
- Manage daily operations for evening and weekend shifts, ensuring appropriate coverage, workload distribution, and achievement of service level expectations.
- Monitor team performance metrics including customer satisfaction, response times, quality, productivity, attendance, and overall operational effectiveness.
- Conduct regular coaching sessions, performance reviews, and development discussions to support employee growth and engagement.
- Serve as the primary escalation point for customer concerns, service issues, and operational challenges, ensuring timely resolution and communication.
- Partner with cross-functional teams including Dispatch, Operations, Fleet Services, Client Success, and field personnel to resolve issues and improve service delivery.
- Analyze operational trends and performance data to identify opportunities for process improvements, efficiencies, and enhanced customer experiences.
- Ensure compliance with departmental procedures, company policies, and quality standards.
- Support workforce management activities including scheduling, staffing recommendations, attendance management, and resource planning.
- Drive employee engagement initiatives that promote collaboration, accountability, recognition, and a positive team culture.
- Assist with onboarding, training, and development of new team members.
- Lead team meetings and communicate organizational updates, operational priorities, and business objectives.
Qualifications
- Bachelor's degree in a related discipline and 4+ years of experience in customer care, operations, call center, dispatch, logistics, fleet services, or a related field. The right candidate could also have a different combination, such as a master's degree and 2+ years of experience; a Ph.D. and up to 1 year of experience; or 8+ years of experience in a related field.
- Previous leadership or supervisory experience with a demonstrated ability to lead and develop high-performing teams.
- Strong customer service orientation with a passion for delivering exceptional customer experiences.
- Ability to manage multiple priorities in a fast-paced operational environment while maintaining attention to detail and quality.
- Experience analyzing performance metrics and using data to drive operational decisions and continuous improvement.
- Excellent verbal and written communication skills with the ability to effectively communicate across all levels of the organization.
- Strong problem-solving, decision-making, and conflict-resolution skills.
- Ability to work independently while fostering collaboration across multiple teams and functional areas.
- Proficiency with Microsoft Office applications and customer service, workforce management, or case management systems.
- Experience supporting after-hours, weekend, or multi-shift operations is preferred.
- Knowledge of fleet services, automotive operations, dispatch operations, or service coordination environments is preferred.
Success Factors
- Builds trust and credibility with employees, customers, and business partners.
- Demonstrates strong leadership presence and accountability.
- Maintains composure and effectiveness during high-volume and escalated situations.
- Champions a culture of continuous improvement, operational excellence, and customer focus.
- Effectively balances employee development, customer satisfaction, and operational performance.
USD 67,100.00 - 100,700.00 per year
Compensation:
Compensation includes a base salary in the range of $67,100.00 - $100,700.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.
Benefits:
The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.
EOE, including disability/vets
Skills Required
- Bachelor's degree in a related discipline and 4+ years of experience in customer care, operations, call center, dispatch, logistics, fleet services, or a related field; equivalent combinations may include a master's degree and 2+ years, a Ph.D. and up to 1 year, or 8+ years of related experience.
- Previous leadership or supervisory experience with demonstrated ability to lead and develop high-performing teams.
- Strong customer service orientation and commitment to exceptional customer experiences.
- Ability to manage multiple priorities in a fast-paced operational environment while maintaining attention to detail and quality.
- Experience analyzing performance metrics and using data to drive operational decisions and continuous improvement.
- Excellent verbal and written communication skills across all organizational levels.
- Strong problem-solving, decision-making, and conflict-resolution skills.
- Ability to work independently while fostering collaboration across teams and functional areas.
- Proficiency with Microsoft Office applications and customer service, workforce management, or case management systems.
- Experience supporting after-hours, weekend, or multi-shift operations.
- Knowledge of fleet services, automotive operations, dispatch operations, or service coordination environments.
What the Team is Saying
Belinda
Manager of Network Automation
Tonya
Director of Agile Delivery
Chris
Manager of Engineering Support & Delivery
John Chapman
National Client Sales Director, Cox Automotive
Kib Yahyehyrab
Audit Analysis, Cox Enterprises
Jenny Arias
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Cox Enterprises Compensation & Benefits Highlights
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Healthcare Strength — Healthcare coverage is positioned as robust with multiple medical plan options (PPOs and an HSA‑eligible HDHP), in‑network preventive care at 100%, and expanded mental health and virtual care access. Specialized offerings such as fertility benefits, gender‑affirming care, and wellness programs (e.g., Calm, FitnessOnDemand, Hinge Health) further bolster breadth.
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Retirement Support — The 401(k) program features an enhanced employer contribution for most newer hires—dollar‑for‑dollar matching up to 6% and an automatic 2% contribution after 90 days, with legacy formulas for earlier hire dates. Financial tools and student‑debt support via Candidly deepen long‑term savings support.
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Parental & Family Support — Paid parental leave of eight weeks, adoption assistance (up to $5,000 per adoption), and resources like backup care and childcare discounts are highlighted. Family‑building and caregiving supports (e.g., fertility coverage, Milk Stork, Care.com access) are emphasized across materials.
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The Company
What We Do
Cox Enterprises is a family-owned enterprise spanning 125+ years of innovation. Through our diverse network of businesses, our people are shaping the future with bold thinking, cutting-edge technology and an unwavering commitment to doing what’s right. Across a range of industries — including automotive, agriculture, cleantech, journalism and more — we’re building a better future for this generation and the next. Make your mark at Cox!
Why Work With Us
Founded in 1898, Cox Enterprises is a community of kind, grounded individuals who work together to drive positive change across vital industries. At Cox, employees experience meaningful work, great benefits, work-life balance and a supportive team environment, plus ample opportunities for career growth across our family of businesses.
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About our Teams
Cox Enterprises Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Typical time on-site:
Flexible
