Consumer Support Team Lead

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:

Position Overview: 

As part of the talented 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.

At Brunswick, we have passion for our work and a distinct ability to deliver. 

Essential Functions:  

• 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.

Required Qualifications:  

• 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

Preferred Qualifications

• 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

Add Pay Verbiage

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.

Why Brunswick: 

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. In addition, we’re proud of being recognized for making a splash with numerous awards! 

About Mercury:  

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 portfolio includes Mercury outboard engines; Mercury MerCruiser sterndrive and inboard packages; Mercury global parts and accessories including propellers, and SmartCraft electronics; Power Products Integrated Solutions; MotorGuide trolling motors; Attwood, Garelick and Whale marine parts; Land ’N’ Sea, BLA, Payne’s Marine, Kellogg Marine & Lankhorst Taselaar marine parts distribution; and Mercury and Quicksilver parts and oils. More information is available at mercurymarine.com.   

Next is Now!  

We value growth and development, recognizing that people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please still consider applying.

Brunswick is an Equal Opportunity Employer and considers all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other characteristic protected by federal, state, or local law.  Diversity of experience and skills combined with passion is key to innovation and inspiration and we encourage individuals from all backgrounds to apply.  If you require accommodation during the application or interview process, please contact hrsharedservices@brunswick.com for support. 

For more information about EEO laws, - click here

Brunswick and Workday Privacy Policies

Brunswick does not accept applications, inquiries or solicitations from unapproved staffing agencies or vendors. For help, please contact our support team at: hrsharedservices@brunswick.com or 866-278-6942.

All job offers will come to you via the candidate portal you create when applying through a posted position through https:///www.brunswick.com/careers.  If you are ever unsure about what is being required of you during the application process or its source, please contact HR Shared Services at 866-278-6942 or HRSharedServices@brunswick.com.

#Brunswick Corporation - Mercury Marine