Customer Support Supervisor

Who We Are:
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.
Our Values:
Driven Waybuilders. We pursue challenges that inspire us to build, create, and innovate.
Relentless Curiosity. We seek to understand and improve our customers’ experience.
Smart Risk-Taking. We transform risk into progress through data, experience, and intuition.
Fearless Ownership. We deliver what we promise and learn along the way.
 

We’re Looking For:

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.

You Are:

• Customer-focused: You will consider the customer’s experience in your decision-making.

• Communicative. You’re a communicative individual with excellent verbal and written skills, capable of effectively conveying information and ideas to diverse audiences.

• A Leader. You possess strong leadership capabilities to lead a team to a strong resolution of title issues.

You Will:

• 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.

Who You Will Work With:

Reporting to a Manager of Customer Support and Dealer Registration, this role will collaborate with other Customer Support and Dealer Registration Leaders and team members to ensure customer satisfaction on a regular basis. 

Must-Have's:

• Bachelor's degree or equivalent work experience required

• 5 + years of customer service/ contact center experience

Basic level of Competencies/Skills: 

• Computer and Technical Skills (tools/sites) including Typing Skills 

• Education: Has completed or is in the process of completing the required educational background; Participating in enhanced training sessions. Aspires to Advance 

• Five9 skills 

• Google Drive: Docs, Sheets, Slides, etc.

• Presentation Skills

• Reporting Skills 

• Analytical Skills 

Nice to have's:

• General Automotive knowledge preferred

What We Offer:

• 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

Sound like a match? Apply Now - We can't wait to hear from you!