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Mercury Marine · 14 hours ago

Consumer Support Team Lead

Fond du Lac, WI

Full-time

Onsite

Mid, Senior Level

$86K/yr - $139K/yr

3+ years exp

Mercury Marine, a division of Brunswick Corporation, is a global leader in marine propulsion systems. The Consumer Support Team Lead will oversee a customer care team, ensuring high-quality service and continuous improvement while coaching team members and managing daily operations.

Consumer GoodsIndustrialMachinery Manufacturing

Comp. & Benefits

Responsibilities

Lead, coach, and develop a customer care team to deliver consistent, high-quality customer service

Oversee daily team operations, including workload management, scheduling, and performance monitoring

Develop and implement training strategies to support team performance and growth

Serve as an escalation point for complex customer or dealer inquiries and issue resolution

Support training, onboarding, and ongoing development of team members

Identify process improvement opportunities and support change initiatives

Ensure adherence to company policies, procedures, and service standards

Qualification

Customer service experienceTechnical product knowledgeConflict resolutionPerformance managementMicrosoft Office proficiencyLeadership experienceManage prioritiesCall center operationsPassion for boatingCommunication skillsProblem-solving skillsInterpersonal skills