Dealerware transforms the automotive retailers of today into the mobility network of tomorrow. Launched in 2016, Dealerware manages tens of thousands of vehicles at dealerships in North America across every major manufacturer brand. At Dealerware, we foster a people-first culture where everyone can thrive. We support our team with unlimited PTO, comprehensive benefits, and an approachable leadership team dedicated to your success. Dealerware was recently backed by growth investors Wavecrest Growth Partners and Radian Capital and is entering an accelerated phase of growth and product expansion. In 2026, Dealerware was recognized by Built In as one of their Best Startups to Work for in Austin for the fifth consecutive year.
Dealerware’s team is currently hiring for a Customer Support Specialist.
As a Customer Support Specialist, you will:- Provide first-level support for inbound cases from Dealerware customers via phone, chat, email, or by any other communication method employed by the team.
- Troubleshoot dealership support and product cases.
- Maintain end-to-end responsibility for customer support needs, providing timely, reliable, and courteous service.
- Be able to manage a high-volume caseload.
- Maintain accurate support case information in our ticketing system.
- Conduct regular case management to ensure adherence to all support standard operating procedures.
- Apply product knowledge and problem-solving skills to efficiently triage, investigate, and resolve support cases while meeting or exceeding SLAs.
- Make or suggest updates to Training and Knowledge Base (support articles and FAQs).
- Suggest operational efficiencies, such as macros (template responses)
- Work cooperatively with other departments to improve procedures, standards, documentation, and training, using intelligence gained from customer interactions.
- Advocate for customer needs with the Product and Engineering teams during product development discussions.
- Collaborate with the Product and Engineering teams to resolve product issues as necessary and in a timely manner, whether in person or virtually.
- Detail-oriented and highly organized
- Effective at managing your time and prioritizing appropriately
- Articulate with excellent, demonstrated verbal and written communication skills
- Able to quickly assess a situation and take appropriate action
- A respectful collaborator who works effectively with other teams
- 1-3 years of B2B customer support experience specifically supporting SaaS products, with heavy emphasis on virtual/phone and email support, technical product troubleshooting, and issue resolution
- Exceptional analytical and problem-solving skills
- Ability to meet and/or exceed established KPIs, SLAs, and OKRs
- Tech-forward, smartphone/mobile device proficient
- Ability to verbally educate and effectively convey knowledge on product use and process
- Excellent customer service delivery—demonstrated empathy, patience, and understanding in stressful customer situations—ability to put the customer at ease
- Prior experience in the retail automotive space, specifically within a dealership or automotive SaaS company
- Software and database knowledge and experience (e.g., Google products, Salesforce, Gainsight, Zendesk, or other CRM and ticketing systems)
- Competitive base salary with bonus incentive eligibility
- Full benefits (medical, dental, vision, disability)
- 401(k) with company match
- Tuition reimbursement and continuing education
- Unlimited paid vacation policy
- Modern office and a dynamic team in downtown Austin with free parking
Skills Required
- 1-3 years of B2B customer support experience supporting SaaS products
- Experience providing virtual, phone, and email support
- Technical product troubleshooting and issue resolution experience
- Exceptional analytical and problem-solving skills
- Ability to meet or exceed KPIs, SLAs, and OKRs
- Proficiency with smartphones and mobile devices
- Ability to verbally educate customers and convey product and process knowledge
- Excellent customer service skills, including empathy, patience, and understanding
- Prior experience in retail automotive, a dealership, or an automotive SaaS company
- Software and database knowledge, including Google products, Salesforce, Gainsight, Zendesk, CRM, or ticketing systems
What the Team is Saying
Dealerware Compensation & Benefits Highlights
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Healthcare Strength — Benefits are described as comprehensive, with medical, dental, vision, and mental-health support alongside convenient telehealth options. Feedback suggests this breadth meaningfully enhances the overall value of the package.
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Leave & Time Off Breadth — Unlimited PTO is emphasized along with paid holidays and sick time. Feedback suggests this flexibility supports work-life balance and ease of time away.
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Parental & Family Support — Paid, gender‑neutral parental leave, family‑forming benefits, a return‑to‑work program, and onsite accommodations are highlighted. Feedback suggests these offerings stand out as particularly supportive for families.
Dealerware Insights
What We Do
Dealerware transforms the automotive retailers of today into the mobility network of tomorrow. Launched in 2016, Dealerware manages tens of thousands of vehicles at dealerships in North America across every major manufacturer brand. By combining a mobile-first approach with fresh design thinking, Dealerware’s industry-leading SaaS platform enables best-in-class fleet management and mobility services for the top automotive dealerships and manufacturers.
Why Work With Us
“I can't speak highly enough of my teammates. We do a great job of hiring curious, smart, dedicated, passionate and friendly people. This is our superpower.” This is a real comment from our engagement survey about our greatest asset and the best reason to work here: our team.
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Dealerware Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
To support operational effectiveness, team collaboration, and company culture, we require all hybrid employees to work onsite in the Austin, TX office at least two days per week on Tuesdays and Thursdays.
