Customer Support Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee a Customer Support Team that provides technical assistance to DealerOn clients, third-party vendors, automotive OEMs, and residential or legal customers.

• Enhance key performance indicators and operational efficiencies through the utilization of systems, tools, and data/analytical insights.

• Communicate and implement customer KPIs and service level agreements across various cross-functional teams.

• Optimize tools and processes to facilitate a smoother and more efficient customer support delivery.

• Hold the team accountable for departmental performance metrics.

• Foster relationships with cross-functional departments to enhance customer experience and business outcomes.

• Conduct performance evaluations while providing coaching and mentoring to team members.

• Ensure the team maintains technical skills to meet customer demands.

• Keep the team updated on products, procedures, customer requirements, and company matters.

• Participate in the recruitment and hiring processes for new team members.

• Take ownership of resolving escalated customer issues and ensuring quality in SLA adherence.

• Anticipate customer needs associated with websites and online marketing.

• Manage intricate customer issues by coordinating with technical personnel, outlining work plans and deadlines, and facilitating customer communication until resolution.

• Serve as the subject matter expert and primary contact for a specific OEM.

• Address customer escalations and platform-wide incidents during after-hours or weekends.

⛳️ Requirements

• Bachelor’s degree in computer science, marketing, project management, business administration, or a related field.

• Over 5 years of prior management experience, including the ability to build and lead teams.

• Exceptional communication skills with the ability to articulate complex technical issues clearly and concisely to a general audience.

• At least 5 years of proven success in meeting or surpassing metrics, quotas, and KPIs while receiving positive customer feedback.

• Strong customer service skills and a solid technical aptitude.

• Ability to triage, prioritize, and manage time-sensitive tasks in a dynamic and challenging environment.

• Proficient in Microsoft Office and various business applications.

• Experience with Salesforce, JIRA, or similar customer and issue tracking platforms.

• Previous experience in a Call Center or Help Desk setting is preferred.

• Familiarity with HTML, CSS, and Bootstrap is preferred.

• Expert-level knowledge of the automotive digital marketing industry or prior experience in legal or law offices is preferred.

• Capability to manage customer escalations and platform-wide incidents during after-hours or weekends.

• Successful candidates must pass a background check prior to joining the team.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Company-matched 401K plan.

• Flexible paid time off (PTO) plus sick leave.

• 6 weeks of paid parental leave.

• 8 paid national holidays.

• Company-paid basic life insurance.

• Voluntary supplemental life insurance.

• Voluntary long-term and short-term disability insurance.

• Voluntary pet insurance.

• Optional healthcare/dependent care FSA account.