Customer Support Manager

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $75k - $95k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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DealerOn

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2004

🚘 Automotive

📣 Marketing

☁️ SaaS

💰 Private equity on 2020-02

Automotive • Marketing • SaaS

DealerOn is a digital marketing and software provider for automotive dealerships across North America. It offers the Cosmos website platform and a suite of services including responsive websites, automotive SEO, precision-targeted digital advertising, digital retailing, personalization, automation, lead generation, listings management, reporting & analytics (GA4-powered), compliance (consent and accessibility) and AI solutions (DealerOn Sidekick, OnPrompt). DealerOn serves independent dealers and multi-rooftop dealer groups, emphasizes lead generation and conversion optimization, and states it helps over 7,000 car dealers sell more cars more profitably.

📋 Description

• Manage a Customer Support Team delivering technical support to DealerOn customers, third-party vendors, automotive OEMs, and home or legal customers • Improve KPIs and operational efficiencies using systems, tools, and data/analytical insights • Communicate and implement customer KPIs and SLAs across cross-functional teams • Improve tools and processes to make customer support delivery easier and more efficient • Hold the team accountable to departmental performance metrics • Build relationships with cross-functional departments to improve customer experience and business results • Conduct performance evaluations and provide coaching and mentoring • Maintain the team’s technical skills to support customer demand • Keep the team informed about products, procedures, customer needs, and company issues • Participate in interviewing and hiring new department employees • Own and improve resolution of escalated customer issues and SLA quality concerns • Anticipate customer needs related to websites and online marketing • Manage complex customer issues by coordinating technical personnel, defining workplans and deadlines, and driving customer communications through resolution • Act as subject matter expert and single point of contact for a specific OEM • Address customer escalations and platform-wide incidents after hours or weekends

🎯 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 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 • High degree of customer service skills and technical aptitude • Capability to triage, prioritize, and manage time-sensitive tasks 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 preferred • Working knowledge of HTML, CSS, and Bootstrap preferred • Expert-level knowledge of the automotive digital marketing industry or previous experience in legal or law offices preferred • Ability to address customer escalations and/or platform-wide incidents after hours or weekends • Successful candidate must pass a background check as a condition of joining the team

🏖️ 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