Lead Customer Care Specialist

Mister Car Wash is rewriting the rules of the car wash industry. Headquartered in Tucson, Arizona, we are the nations largest and fastest growing multibillion dollar car wash company with over 500 car washes in 21 states!

We wash cars for the fun of it. We put people first. We help turn jobs into careers.

We're currently seeking a Lead Customer Care Specialist to join our Headquarters team!

The Lead Customer Care Specialist supports the customer care team by providing guidance, resolving escalated issues, and ensuring a high standard of service delivery. This role acts as a liaison between frontline representatives and management, helping to implement best practices and improve customer satisfaction. The lead monitors team performance, assists with training, and handles complex customer interactions. This position requires strong communication skills, a customer-first mindset, and the ability to lead by example in a fast-paced environment.

What You Will Do:

Supporting Customer Care Operations

• Assist with daily operations by monitoring service levels, queues, and team performance.
• Provide real-time support to representatives and ensure adherence to service standards.
• Monitor phone calls, chats, and emails for quality assurance and customer interaction.
• Step in to handle high-priority or escalated customer issues.

Coaching and Mentoring Team Members

• Provide on-the-job training, feedback, and support to customer care representatives.
• Help onboard new team members and reinforce company policies and procedures.
• Promote a positive and collaborative team environment.

Customer Interaction and Issue Resolution

• Respond to complex or sensitive customer inquiries via phone, email, or chat.
• Investigate and resolve issues with professionalism and empathy.
• Document interactions and escalate unresolved matters as needed.

Process Improvement and Reporting

• Identify trends in customer feedback and recommend improvements to processes or policies.
• Assist with reporting on team metrics and customer satisfaction.
• Collaborate with supervisors and other departments to enhance the customer experience.

Note: The job duties above provide a general sense of the role; though, additional duties may be assigned as necessary.

How You Will Shine:

Education:

• High school diploma or GED required.
• Associate's degree in Business, Communications, or a related field preferred.

Experience:

• Minimum of 2 years of experience in customer service or contact center roles.
• Experience handling escalated customer issues and mentoring peers.
• Familiarity with customer service platforms (e.g., Jira, HubSpot, Freshdesk).
• Experience in a retention-centric environment preferred.

Knowledge, Skills, & Abilities:

• Strong leadership and team support skills.
• Excellent verbal and written communication.
• Ability to resolve customer issues with empathy and professionalism.
• Strong problem-solving and decision-making abilities.
• Ability to manage multiple tasks and prioritize effectively.
• Working knowledge of customer service best practices.
• Ability to remain calm and focused under pressure.

What motivates our team:

• Excellent Benefits including medical, vision, dental, PTO, 401k, etc.
• Career Progression with a high growth.
• Modern office space in the heart of downtown Tucson.
• On-site Fitness Gym and Bike Share.
• Employee Game Room and Lounge.
• Free Unlimited Wash Club Membership.

Its your time to SHINE! Join the Mister Car Wash team today!

Mister Car Wash provides equal employment opportunities to all employees and applicant for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. We participate in the E-Verify system nationwide.