MSX International supports leading automotive brands worldwide, helping improve repair performance, customer satisfaction, and aftersales operations across 80+ countries

We are looking for an experienced and customer-focused Customer Care Supervisor to lead a team supporting a leading automotive brand. This role combines people leadership, operational management, customer experience excellence, and stakeholder engagement.

As the primary point of contact for operational matters, you will act as the Project Manager / Single Point of Contact (PM/SPOC) for the client, ensuring service delivery targets are achieved while driving continuous improvement across customer care, aftersales, and sales support activities.

The successful candidate will have strong automotive industry knowledge, proven team leadership experience, and a passion for delivering exceptional customer experiences.

Key Responsibilities

• Lead, motivate, and develop a high-performing Customer Care team.
• Act as the primary operational contact (PM/SPOC) for the client, ensuring effective communication and issue resolution.
• Ensure service delivery meets agreed KPIs, SLAs, and quality standards.
• Monitor team performance through regular reporting, analysis, and performance reviews.
• Support daily operations and manage escalations from customers, dealers, and internal stakeholders.
• Drive continuous improvement initiatives to enhance customer satisfaction and operational efficiency.
• Oversee customer interactions across multiple communication channels, including phone, email, chat, social media, and mobile applications.
• Collaborate closely with client stakeholders and internal departments on service improvements and operational requirements.
• Support processes related to vehicle sales, pre-sales enquiries, aftersales support, and complaint management.
• Prepare operational reports and present performance updates, trends, and improvement recommendations.
• Ensure workforce planning, team scheduling, and resource allocation support business requirements.
• Maintain a strong customer-first culture throughout the team.

Required Qualifications & Experience

Experience

• Minimum 3 years of experience leading customer care, customer service, or contact center teams.
• Proven experience within the automotive industry, ideally in customer care, aftersales, technical support, dealer support, or service operations.
• Experience supporting both Aftersales and Sales/Pre-Sales activities, including:
  • Customer enquiries
  • Dealer support
  • Sales complaints
  • Customer complaint handling
• Demonstrated experience managing operational reporting and KPI performance.

Languages

• Native or fluent Czech or Slovak.
• Fluent English (C1 level), both written and spoken.
• German language skills are considered a strong advantage.

Technical Skills

• Advanced knowledge of Microsoft Office applications:
• Comfortable working with reporting tools and performance metrics.
• Good understanding of modern communication channels, including:
  • Email
  • Live Chat
  • Social Media
  • Mobile Applications
• Experience with CRM systems is an advantage.

Personal Attributes

• Customer-oriented mindset with a passion for delivering excellent service.
• Strong interest in the automotive industry.
• Excellent communication and interpersonal skills.
• Strong organizational and planning abilities.
• Reliable, meticulous, and detail-oriented.
• Performance-driven with strong problem-solving skills.
• Flexible and self-motivated.
• Able to work independently while effectively managing a team.
• Resilient and capable of performing under pressure in a fast-paced environment.

Why Join?

• Permanent employment in a growing automotive support environment.
• Opportunity to work with international teams and industry experts.
• Opportunity to lead a dedicated team supporting a leading automotive brand.
• Dynamic international work environment.
• Career growth and professional development opportunities.
• A role with real impact on customer experience and operational excellence.

Ready to help shape the future of customer knowledge and support? We'd love to hear from you. 🚗📚

MSX International - MSXI

MSX is an equal opportunities employer and encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, neurodiversity or other personal characteristics and backgrounds, age, sexual orientation, gender reassignment, religion or belief, or marital and parental status. As users of the Disability Confident scheme, we interview all disabled applicants who meet the minimum criteria for the vacancy.