DealerOn is hiring a
Manager of Customer Support

Summary

The job is for a 100% remote Manager of Customer Support at DealerOn, an online marketing company. The role involves managing a team, improving key performance metrics, ensuring customer satisfaction, and participating in the hiring process.

Responsibilities

• Holds 'front line' responsibility for managing a Customer Support Team that delivers world class technical support to DealerOn’s customers, 3rd Party vendors, and Automotive OEMs
• Apply principles, systems, tools, and data/analytical insights to sustainably improve key performance metrics (KPIs) and continuously drive operational efficiencies
• Ensures customer’s KPIs and SLAs are communicated, understood, and implemented by all related cross-functional teams
• Acts as a change agent as we evolve into a knowledge centric organization by contributing to the improvement of tools and processes that make customer support delivery easier and more efficient
• Holds team accountable to the departmental performance metrics to assist with continuous improvement
• Establishes strong working relationships with other teams and cross-functional departments to identify opportunities to improve customer experience and drive business results
• Ensures employee performance is in line with company standards, delivers performance evaluations and provides coaching and mentoring that fosters employee satisfaction and growth
• Encourages team members to look for opportunities for process simplification and improvements through day-to-day coaching and leadership
• Ensures depth and breadth of technical skills are maintained across the team to support customer demand
• Ensures that the team is fully informed of all current information related to products, procedures, customer needs and company-related issues
• Participates in the interviewing and hiring process of new employees within the department
• Prioritizes, owns, and improves resolution on escalated customer issues and resolves quality concerns such as cases exceeding thresholds in contractual Service Level Agreements (SLAs)
• Understands the customers’ business goals to proactively anticipate future needs as they relate to their website and online marketing
• Makes decisions in a fast-paced, rapidly changing environment
• Manages complex customer issues, coordinating appropriate technical personnel, defining workplan, deadlines and driving customer communications until customer has confirmed issue resolution
• Acts as SME and Single POC for a specific OEM and communicates requirements across teams and stakeholders as needed
• Ability to address customer escalations and/ or platform-wide incidents that may occur after hours or weekends