Customer Support Supervisor

🕒 il y a 1 mois

🌪️ Oklahoma – Distant

🌪️ Oklahoma – Remote

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

💝 Support Client

🦅 Parrain de Visa H1B

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Motive

Site WebLinkedInTous les Emplois

11 - 50 employés

Fondée en 2020

🛍️ eCommerce

☁️ SaaS

💰 €806 000 Seed Round en 2022-11

eCommerce • Automotive • SaaS

Motive est un fournisseur de sites internet de concessionnaires simplifiés et performants, conçus pour améliorer l'expérience client dans le secteur automobile. Avec une interface conviviale, elle permet aux concessionnaires de toutes tailles de gérer et d'élargir facilement leur présence en ligne. Motive propose des outils de conversion intégrés et une expérience de découverte de véhicules, ce qui en fait une solution précieuse pour les concessionnaires automobiles souhaitant améliorer leurs opérations numériques.

Description

• Lead and develop our growing Customer Support team while ensuring an exceptional support experience for our clients, partners and internal stakeholders • Oversee day-to-day support operations, coaching team members, and ensuring the team delivers responsive, professional, and effective support across phone calls, email communications, and ticketing systems • Leverage cutting edge AI technology to help innovate our product and the customer experience • Help foster a collaborative, positive, and customer-focused team whose interactions meet Motive’s standards for professionalism • Ensure SLAs for responsiveness and resolution are met across all channels (phone, email, and ticketing platforms) • Monitor support metrics and reporting to ensure team capacity and performance is maintained • Handle customer escalations and work cross-functionally to drive resolution • Identify trends in customer requests and collaborate with Product, Engineering, and Customer Success teams to eliminate bottlenecks • Maintain and improve support workflows, processes, and documentation • Oversee new-hire training and professional development for team members.

🎯 Exigences

• 5+ years of experience in a high-volume customer support or technical support environment within the automotive industry • 2+ years of previous leadership or supervisory experience in a scaling organization • Strong written and verbal communication skills, with the ability to communicate confidently and professionally with clients by phone, email, and support ticket systems • Excellent problem-solving and conflict-resolution abilities • Highly organized with the ability to manage competing priorities in a fast-paced environment • A collaborative mindset and ability to work cross-functionally with Product, Engineering, and Customer Success teams.

🏖️ Avantages

• Motive contributes 100% of the cost of employees' health, dental, and vision insurance premiums • 50% of dependents’ health, dental, and vision insurance premiums