Customer Care Lead

INEOS Automotive • Montvale, NJ

7d

About The Position

INEOS Automotive Americas seeks a highly capable Customer Care Lead to own escalated customer matters across the Americas. As the Customer Care Lead, you are the ultimate guardian of the INEOS brand promise. You will manage the most critical customer touchpoints, turning complex challenges and vehicle escalations into opportunities for lifelong customer loyalty. You will bridge the gap between our owners, our retail partners, and our technical teams to ensure the INEOS ownership experience is as robust as the vehicle itself. This position involves frequent direct customer engagement and close coordination with corporate teams, legal, and dealer partners to deliver timely, compliant, and brand-aligned outcomes. The ideal candidate brings sound judgment, strong communication skills, resilience under pressure, and a proactive, continuous-improvement mindset.

Requirements

• Bachelor's degree or higher preferred
• 7+ years in high-stakes Customer Experience or Service Operations. Direct experience with Automotive OEMs is highly preferred
• Comfort discussing vehicle systems and repair processes
• Deep understanding of North American Lemon Laws, Magnuson-Moss Warranty Act, and automotive compliance
• A proactive, "hand-on-tools" approach. You thrive in a start-up environment where processes are being built in real-time
• The ability to remain calm and empathetic
• Knowing when to follow the policy and when to "break glass" to do the right thing for the customer
• Ability to drive results through dealer partners and internal teams without direct vertical authority

Responsibilities

• Lead the resolution of owner escalations with a "fix it once, fix it right" mentality
• Direct engagement with owners to de-escalate consumer concerns, restoring confidence through authentic, transparent communication
• Serve as the primary lead for consumer concerns ensuring rapid, coordinated responses
• Manage the Lemon Law and voluntary buyback process, coordinating with Retailer and Field teams to ensure compliance while minimizing financial exposure
• Audit repair orders and sales disclosures to identify gaps in retailer service performance that lead to buyback risks
• Act as the critical link between the Call Center, Field Teams, Legal, and Retailers
• Work closely with our specialized Retailer network to standardize escalation protocols and ensure a premium "hand-off" experience
• Analyze customer feedback, surveys, and escalation trends
• Prepare concise "Pulse of the Customer" reports for North American leadership

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 501-1,000 employees