Director of Customer Support

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🕒 July 17

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Cars & Bids

WebsiteLinkedInAll Job Openings

1 - 10 employees

🏭 Manufacturing

🚘 Automotive

🛍️ eCommerce

Manufacturing • Automotive • eCommerce

Cars & Bids is the best online auction marketplace to buy and sell modern enthusiast cars – and that means pretty much anything that’s cool from the 1980s, 1990s, 2000s, 2010s, or 2020s. To us, “cool” ranges from the obvious (a Ferrari F355 or a Lamborghini Gallardo) to the esoteric (a pristine Dodge Dakota Convertible or a Mercury Capri XR2) to the traditional fun cars that enthusiasts love (a Mazda MX-5 Miata or a Porsche 911). Basically, everything that’s exciting, fun, interesting, or quirky is welcome here!

📋 Description

• Own our Customer Support organization, strategy, and day-to-day operations across every customer support touchpoint • Lead, coach, and develop our Customer Support team, furthering a culture of ownership, responsiveness, and continuous improvement • Design SLAs and quality standards – and make sure we meet them • Develop and be responsible for key support metrics and support-related KPIs across the organization • Ensure buyers and sellers receive an exceptional experience throughout high-value vehicle transactions, balancing speed, accuracy, and empathy • Own and continuously improve our support technology stack, workflows, automation, and knowledge base • Create scalable documentation and knowledge management • Serve as the escalation pathway for support issues – and then build a better process • Collaborate across teams to continuously improve our platform, tools, and internal processes • Partner closely with our product and operations teams to improve customer experiencethrough product design and upstream processes

🎯 Requirements

• 7+ years of experience owning customer support across channels, especially phone and email • Proven experience setting and driving support-related KPIs in a fast-growing startup environment • Strong analytical instincts and comfort working directly with support metrics • Ability to drive results through influence and leverage, not headcount • A deep passion for enthusiast cars and the automotive world • Comfort operating in ambiguity and making hard tradeoffs • Experience with high-value transactions • Preferred: previous experience with automotive transactions, title transfers, or similar

🏖️ Benefits

• equity • competitive compensation • remote flexibility