Consumer Support Team Lead

Overview

Are you ready for what’s next? Come explore opportunities within Brunswick, a global marine leader committed to challenging conventions and innovating next-generation technologies that transform experiences on the water and beyond. Brunswick believes “Next Never Rests,” and we offer a variety of exciting careers and growth opportunities within united teams defining the future of marine recreation. Innovation is the heart of Brunswick.

See how your contributions will help transform vision into reality.

As part of the Mercury Marine Customer Care team, you will lead and support a high-performing customer care team. This role is responsible for overseeing daily operations, coaching team members, and ensuring exceptional service experiences for Mercury Marine customers. The ideal candidate is a strong people leader with a customer-first mindset, capable of driving performance, collaboration, and continuous improvement.

• 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

Diversity of thought and experiences is fundamental when imagining the unimaginable. Certain skillsets/experiences are necessary; however, others can be developed along the way.

• Minimum of 3–5 years of experience in customer service or customer care
• Strong technical product knowledge and troubleshooting skills
• Strong communication, problem-solving, and interpersonal skills
• Proven track record of successful case de-escalations and conflict resolution
• Ability to manage multiple priorities in a fast-paced environment
• Proficiency with Microsoft Office tools

• Prior leadership or supervisory experience
• Demonstrated success in team development and performance management
• Familiarity with call center or contact center operations
• Passion for boating or marine products

The anticipated pay range for this position is 86,500 – 139,300 annually. The actual base pay offered will vary depending on multiple factors including job-related knowledge/skills, relevant experience, business needs, and geographic location. In addition to base pay, this position is eligible for an annual discretionary bonus.

At Brunswick, it is not typical for an individual to be hired at or near the top end of the salary range for their role. Compensation decisions are dependent upon the specifics of the candidate’s qualifications and the business context.

This position is eligible to participate in Brunswick s comprehensive and high-quality benefits offerings, including medical, dental, vision, paid vacation, 401k (up to 4% match), Health Savings Account (with company contribution), well-being program, product purchase discounts and much more. Details about our benefits can be found here.

Whatever tomorrow brings, we’ll be at the leading edge. As the clear leader in the marine industry, we’re committed to our values and supporting our exceptional people. We offer and encourage growth opportunities within and across our many brands. We’re proud of being recognized for making a splash with numerous awards.

Mercury Marine is a world leading manufacturer of marine propulsion systems. A $2.6 billion division of Brunswick Corporation (NYSE: BC), Mercury designs, manufactures and distributes engines, services and parts for recreational, commercial and government marine applications, empowering boaters with products that are easy to use, extremely reliable and backed by the most dedicated customer support in the world with 10,000 service points globally.

Mercury’s industry-leading brand…