Director of Customer Support
About The Position
Cars & Bids is hiring a Director of Customer Support to lead their market-leading support team. Customer Support is a key reason buyers and sellers choose Cars & Bids. The Director will own one of the company's most important competitive advantages and continuously raise the bar for automotive marketplace support. Responsibilities include developing and owning key support metrics and KPIs, leading Customer Support functions, building operational systems for scale, and defining the long-term vision for Customer Support. This is a hands-on role focused on delivering the best customer experience while driving metrics and process improvements.
Requirements
- 7+ years of experience owning customer support across channels, especially phone and email
- Proven experience setting and driving support-related KPIs in a fast-growing startup environment
- Strong analytical instincts and comfort working directly with support metrics
- Ability to drive results through influence and leverage, not headcount
- A deep passion for enthusiast cars and the automotive world
- Comfort operating in ambiguity and making hard tradeoffs
- Experience with high-value transactions
Nice To Haves
- Previous experience with automotive transactions, title transfers, or similar
Responsibilities
- Own our Customer Support organization, strategy, and day-to-day operations across every customer support touchpoint
- Lead, coach, and develop our Customer Support team, furthering a culture of ownership, responsiveness, and continuous improvement
- Design SLAs and quality standards – and make sure we meet them
- Develop and be responsible for key support metrics and support-related KPIs across the organization
- Ensure buyers and sellers receive an exceptional experience throughout high-value vehicle transactions, balancing speed, accuracy, and empathy
- Own and continuously improve our support technology stack, workflows, automation, and knowledge base
- Create scalable documentation and knowledge management
- Serve as the escalation pathway for support issues – and then build a better process
- Collaborate across teams to continuously improve our platform, tools, and internal processes
- Partner closely with our product and operations teams to improve customer experience through product design and upstream processes
Benefits
- Competitive compensation
- Equity
- Room to grow
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
