Manager of Customer Support

DealerOn is an online marketing company providing website and agency services to automotive dealerships across North and South America. The Manager of Customer Support leads and develops a technical customer support team, improves operational performance and customer experience, manages escalations, and coordinates cross-functional resolution of complex customer issues.

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 customers 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

Requirements:

• Bachelors 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/KPIs 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
• Previous experience in a Call Center or Help Desk environment
• Working knowledge of HTML, CSS, and Bootstrap
• Expert level knowledge of the automotive digital marketing industry or previous experience in legal or law offices