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Magna International · 2 hours ago

Customer Support Manager

Lowell, MA

Full-time

Onsite

Mid, Senior Level

$106K/yr - $196K/yr

5+ years exp

Magna International is a leader in developing industry-leading automotive technologies, and they are seeking a Customer Support Manager for their New Mobility division. In this role, you will lead a team focused on delivering exceptional customer experiences and oversee daily operations to improve service quality and customer satisfaction.

AutomotiveIndustrial EngineeringManufacturing

Responsibilities

Grow, manage and mentor a team of customer support specialists, ensuring high performance and professional growth

Drive a customer-first culture by ensuring inquiries and issues are resolved promptly and effectively

Develop and implement support processes, tools, and best practices to enhance efficiency and scalability

Monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores; provide regular reports to leadership

Oversee complex or high-priority customer issues, ensuring timely resolution and clear communication

Work closely with product, engineering, and operations teams to address recurring issues and improve offerings

Create onboarding and continuous training programs for support staff to maintain technical and product knowledge

Collect and analyze feedback to identify trends and opportunities for improvement