Customer Support Supervisor

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OPENLANE

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🚘 Automotive

🏪 Marketplace

🤝 B2B

💰 $10M Venture Round - OPENLANE on 2008-12

Automotive • Marketplace • B2B

OPENLANE is a company that builds and operates digital wholesale marketplaces and end-to-end services for used vehicles. It operates national and regional marketplaces across the US, Canada and Europe, provides technology platforms (auction simulcast, remarketing, inventory/inspection and vehicle data/pricing tools), and offers finance and ancillary services (floorplan/inventory financing, shipping, recovery and title/remarketing services) targeted primarily at dealers, lenders and commercial vehicle customers. The company positions itself as a B2B wholesale automotive marketplace and service provider.

📋 Description

• Lead a team responsible for responding to customer inquiries and resolving customer issues • Partner across departments to resolve escalations and provide the best customer experience • Manage team workforce and time cards and report team performance to management • Handle escalated customer issues • Establish and manage team KPIs and hold team members accountable for department goals • Create and implement streamlined processes and procedures to improve team accuracy and efficiency • Participate in and lead team discussions and activities • Provide mentorship based on expert knowledge of products, services, contact center operations, procedures, and tools • Provide feedback to Supervisors and business leaders regarding customer issues, support improvements, and functionality affecting customers’ ability to transact • Leverage evolving technology platforms, tools, and internal products and procedures • Collaborate with Customer Support and Dealer Registration leaders and team members to ensure customer satisfaction

🎯 Requirements

• Bachelor's degree or equivalent work experience required • At least 5 years of customer service/contact center experience • 1+ year(s) of leadership experience • Basic-level computer and technical skills • Typing skills • Five9 skills • Google Drive: Docs, Sheets, Slides, etc. • Presentation skills • Reporting skills • Analytical skills • Customer service and leadership experience • Excellent verbal and written communication skills • General automotive knowledge preferred

🏖️ Benefits

• Competitive pay • Medical, dental, and vision benefits with employer HSA contributions (US) and FSA options (US) • Immediately vested 401K (US) or RRSP (Canada) with company match • Paid Vacation, Personal, and Sick Time • Paid maternity and paternity leave (US) • Employer-paid short-term disability, long-term disability, life insurance, and AD&D (US) • Robust Employee Assistance Program • Employer paid Leap into Service Day to volunteer • Tuition Reimbursement for eligible programs • Opportunities to expand your skill set and share your knowledge across a publicly traded, global organization • Company culture of internal promotions, diverse career paths, and meaningful advancement