Customer Support Supervisor

OPENLANE•Carmel, IN

2d•Onsite

About The Position

At OPENLANE, we make wholesale easy so our customers can be more successful. We’re a technology company building the world’s most advanced—and uncomplicated—digital marketplace for used vehicles. We’re a data company helping customers buy and sell smarter with clear, actionable insights they can understand and use. And we’re an innovation company accelerating the future of wholesale remarketing through curiosity, collaboration, and an entrepreneurial spirit. We are seeking a Customer Support Supervisor with experience in customer service and leadership. You will lead our dedicated Customer Support team responsible for handling customer inquiries and resolving customer issues internally and externally. Our Customer Support Supervisor is customer-OBSESSED and strives to inspire a team of Customer Support Specialists to provide a world-class service experience with every customer interaction. The ideal candidate will have at least 5 years of experience in customer support or customer service and 1+ year(s) of leadership experience.

Requirements

Bachelor's degree or equivalent work experience required
5 + years of customer service/ contact center experience
Computer and Technical Skills (tools/sites) including Typing Skills
Five9 skills
Google Drive: Docs, Sheets, Slides, etc.
Presentation Skills
Reporting Skills
Analytical Skills

Nice To Haves

General Automotive knowledge preferred

Responsibilities

Lead a team responsible for responding to customer inquiries and resolving customer issues.
Partner across various departments as needed to resolve all escalations in a manner that provides the best customer experience
Manage team workforce and time cards and report on team performance to management
Handle escalated customer issues
Establish and manage key performance indicators (KPIs) for the team, holding team members accountable for meeting department goals and expectations.
Create and implement streamlined processes and procedures to enhance team accuracy and efficiency.
Actively participate and often lead team discussions and activities.
Demonstrate expert understanding of all products and services and contact center operations procedures and tools to provide appropriate mentorship to team members.
Be accessible and congenial with other team members, welcoming interaction to obtain results and consensus when needed.
Proactively provide ongoing and specific feedback to Supervisors and other business leaders regarding customer issues, Customer Support improvements, or functionality impeding the client’s ability to transact.
Leverage evolving technology platforms, tools, and internal products and procedures.

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