Customer Support Representative

Job Description

We're looking for an enthusiastic person who loves challenges, pushes boundaries and is passionate about delivering awesome customer experiences. In this senior-level role, you will be a subject matter expert in your domain to help coordinate and communicate with our dealership clients regarding support issues and help keep the support team on track and in-line with processes and deliverables. Our transparent and collaborative culture means we work both independently and together as a team on projects in an agile environment. 

Seeking Domain Experts in

• Accounting
• Service
• Parts
• Retail
• Integrations
• IT/Networking/Hardware

Responsibilities

• Leading others to work effectively in a strong customer service and team-oriented environment
• Communicating regularly with senior leadership and account managers, providing reports and updates on all projects and open critical, client and product issues
• Identifying system improvement opportunities based on tracking product support requests or repetitive issues and making recommendations to development and engineering on potential solutions
• Facilitating team meetings to communicate objectives, status on targets and gather information regarding any roadblocks the support team may be facing
• Collaborating effectively in a fast-paced exciting environment to ensure that deployments, releases and activities are properly validated
• Up to 25% travel (fly) to client sites if necessary

Skills and Experience

• Excellent customer management track record
• Excellent written and spoken communication
• Strong problem solving and creative thinking
• Love solving complex technical problems and having fun while doing it
• SaaS experience (Nice to have)
• Good understanding of ITIL process guidelines for incident, change and problem management (Nice to have)
• Required flexibility for hours between 7am EST-9pm PST. 

Preferred Skills

• Dealership experience and DMS familiarity

Perks and Benefits

• Competitive compensation and generous stock options
• 100% employer-paid top-of-the-line medical, dental and vision coverage
• Great benefits including unlimited PTO, parental leave and free snacks and beverages
• The opportunity to work with some of the brightest minds from the Silicon Valley’s most dominant and successful companies
• Be part of an early stage, hyper-growth startup with the opportunity to grow and prosper
• Work on the latest and coolest technologies – everything is home-grown and built ground-up
• Dynamic work environment with a strong sense of community and collaboration
• Open and transparent culture that encourages innovation, rewards performance and discourages hierarchy
• Exciting opportunities for career growth and development