Team Lead, Customer Experience (ADESA)

Carvana•Tempe, AZ

63d

About The Position

ADESA, a Carvana-owned company, currently operates over 50 locations throughout the U.S. Our auto auctions, some up to 200 acres, provide a wide array of vehicle services that surround our wholesale vehicle remarketing efforts, including retail and wholesale reconditioning, transportation, keys, data analytics, and many of our sites serve as market hub distribution centers for Carvana. We remarket hundreds of thousands of vehicles across North America from Dealers, Commercial Lenders, Manufacturers & more. We work in a service industry and embrace a "we" versus "I" culture - help others, and they will help you. Our industry is fun, fast-paced, and competitive, and filled with the best people who are passionate about what they do. We're also excited about the future! As an industry leader, ADESA is poised for expansion, including investments in facilities, sales growth, and an ever-increasing growth in customer inventory of vehicles for us to remarket! We are looking for great people who want to take this journey with us! Role and Team We are seeking a Team Lead to join our ADESA Central Operations, Customer Experience team. You'll support complex customer issues, drive team performance, foster team growth, and ensure exceptional customer interactions. You'll help identify root causes of customer service misses, address system gaps proactively, and promote a positive team culture through hands-on guidance and strategy.

Requirements

High School diploma or equivalent required; Bachelor's degree preferred.
Proven success in team leadership and performance management (2+ years).
Strong coaching and mentorship abilities, embodying a "Coach's Mindset" to invest in team growth.
Deep understanding of Carvana/ADESA CX systems and service processes.
Excellent verbal and written communication skills, promoting transparency and clarity both upward and downward.
Confidence using Google Suite; familiarity with Salesforce, Playvox, or Amazon Connect is a plus.
Proven problem-solving and escalation management ability, with a proactive approach to identifying and resolving issues.

Responsibilities

Monitor team metrics, providing real-time guidance and call support to Advocates.
Holding the team accountable to team and company standards through performance management.
Handle complex customer escalations with confidence and professionalism to ensure proper resolution.
Identify root causes of SLA misses, spot system gaps, and implement action plans to address issues.
Guide onboarding and training for new hires, supporting their successful integration.
Foster a positive team culture through leadership presence, morale activities, and recognition.
Participate in hiring and talent planning for the team.
Apply analytical thinking and partner with leaders to recommend system improvements.
Collaborate with Advocates, Managers, and internal teams for process and tech enhancements.