Manager of Customer Support

Summary

Join our team as the Manager of Customer Support and lead a team that delivers world-class technical support to customers. This role requires a balanced approach between customer experience and business needs, with a focus on improving key performance metrics and driving operational efficiencies.

Requirements

• Bachelor’s Degree in computer science, marketing, project management, business administration, or equivalent program
• 5+ years previous management experience including building and leading teams
• Excellent communication skills and the ability to present complex technical issues clearly and concisely to a general audience
• Minimum 5-year record of accomplishment in meeting or exceeding metrics/quotas/KPI’s and receiving positive customer feedback
• A high degree of customer service skills, technical aptitude, capability to triage, prioritize, and manage time sensitive tasks, while working in an innovative and challenging environment
• Proficient in Microsoft Office and other business applications
• Experience with Salesforce/JIRA or similar customer and issue tracking systems

Responsibilities

• Holds “front line” responsibility for managing a Customer Support Team that delivers world class technical support to DealerOn’s customers, 3 rd Party vendors, and Automotive OEMs (Original Equipment Manufacturer), Home or Legal customers
• 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
• Establish 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
• Responsible for participating in the interviewing and hiring process of new employees within the department
• Prioritize, own, and improve resolution on escalated customer issues and resolve 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
• Make decisions in a fast-paced, rapidly changing environment. This includes the ability to define, diagnose, and determine an appropriate resolution, recommendation, or decision while considering alternatives and factors (e.g., resources, impact, tradeoffs)
• Knowledge of and the capacity to follow systematic processes of ensuring the products, services, or methodologies meet specified requirements
• Manage complex customer issues, coordinating appropriate technical personnel, defining workplan, deadlines and driving customer communications until customer has confirmed issue resolution
• Act as SME and Single POC for a specific OEM and communicate requirements across teams and stakeholders as needed
• Ability to address customer escalations and/ or platform-wide incidents that may occur after hours or weekends

Benefits

• Medical, dental and vision insurance
• Company matched 401K plan
• Flexible PTO + Sick Leave
• 6 weeks paid Parental Leave
• 8 Paid National Holidays
• Company-paid basic Life Insurance
• Voluntary supplemental Life Insurance
• Voluntary long-term/short-term disability insurance
• Voluntary Pet Insurance
• Optional Healthcare/Dependent Care FSA Account