Customer Care Supervisor

Who We Are

Collaborative. Respectful. A place to dream and do. These are just a few words that describe what life is like  one of the world’s most admired brands, Toyota is growing and leading the future of mobility through innovative, high-quality solutions designed to enhance lives and delight those we serve. We’re looking for talented team members who want to Dream. Do. Grow.

with us.

Important part of the Toyota family is Toyota Financial Services (TFS), the finance and insurance brand for Toyota and Lexus in North America. While TFS is a separate business entity, it is an essential part of this world‑changing company—delivering on Toyota's vision to move people beyond what's possible. At TFS, you will help create best‑in‑class customer experience in an innovative, collaborative environment.

To save time applying, Toyota does not offer sponsorship of job applicants for employment‑based visas or any other work authorization for this position at this time.

Toyota’s Customer Care Department is looking for a passionate and highly motivated Customer Care Supervisor. The primary responsibility of this role is to lead a team on a day‑to‑day basis to ensure effective, efficient, and customer‑oriented handling of customer, dealer, and third‑party inquiries. Each Supervisor will provide direct customer service on elevated, sensitive, non‑routine or complex issues; will handle all escalated system issues;

and will support the direct Manager in monitoring performance levels in accordance with the accountability model. Each Supervisor will also provide one‑on‑one and ongoing coaching to Customer Service Advocates and will participate in recruiting and hiring processes, providing insight into team capacity for specialized work groups, and managing real‑time service levels for all work groups.

Reporting to the Customer Care Manager the person in this role will support the Customer Care department’s objective to ensure all customer requests in which live support is required, are addressed in a personalized and proactive manner.

• Oversee the day‑to‑day activities of a Customer Care unit to ensure a customer‑first approach to handling customer communications.
• Ensure team continuity and quality of service by providing effective coaching and constructive feedback to Customer Care Advocates on an individual and ongoing basis to maximize performance.
• Identify opportunities for Customer Care Advocates to develop the knowledge, skills and abilities required to increase their effectiveness and completes objective and relevant performance appraisals for direct reports in a timely manner.
• Serve as a resource to Customer Care Advocates dealing with more complex or difficult customer transactions and provides direct customer service on elevated, sensitive, or complex customer service issues.
• Work in conjunction with other Supervisors and the direct Customer Care Manager in the evaluation, development, and implementation of workflow efficiencies to ensure a world‑class customer experience.
• Assist the direct Customer Care Manager in developing standard and consistent operating procedures, goals, and objectives for the department including call handling, monitoring, customer retention, and follow‑up guidelines.
• Work with leaders across Customer Care to identify opportunities to enhance the customer experience through process improvement activities.
• Monitor the changing needs of the team and provide input and participate in the interview, selection and hiring process to ensure adequate staffing levels.

• Bachelor’s degree or equivalent combination of training and experience in a related field
• Proven experience in leadership skills
• Strong interpersonal skills with ability to interact with different groups/individuals and Band levels in a professional manner
• Demonstrated strong analytical skills, with attention to detail required
• Strong verbal, written, and analytical skills.
• Experience in organizing, prioritizing, and handling multiple tasks with a high level of efficiency and in a flexible manner
• Strong problem‑solving skills, with the ability to seek out and offer…