Payment Support Representative

Who we are
At CarGurus (NASDAQ: CARG), our mission is to give people the power to reach their destination. We started as a small team of developers determined to bring trust and transparency to car shopping. Since then, our history of innovation and go-to-market acceleration has driven industry-leading growth. In fact, we're the largest and fastest-growing automotive marketplace, and we've been profitable for over 15 years.
What we do
The market is evolving, and we are too, moving the entire automotive journey online and guiding our customers through every step. That includes everything from the sale of an old car to the financing, purchase, and delivery of a new one. Today, tens of millions of consumers visit CarGurus.com each month, and ~30,000 dealerships use our products. But they're not the only ones who love CarGurus-our employees do, too. We have a people-first culture that fosters kindness, collaboration, and innovation, and empowers our Gurus with tools to fuel their career growth. Disrupting a trillion-dollar industry requires fresh and diverse perspectives. Come join us for the ride!
Role overview
As a Payment Support Representative, you'll serve as a vital link between Finance and Dealer Account Management. In this role, you'll play a key role in preventing and reducing Dealer delinquency and service suspension. This role serves as a proactive touchpoint to prompt payment ensuring a positive customer experience.
What you'll do

• Make high-volume outbound calls to high-value and strategic customers whose accounts are nearing suspension (e.g. 1-29 days past due).
• Deliver simple messaging to notify customers of upcoming suspension and offer immediate resolution options.
• Execute payment processing and properly note intent and reasons for nonpayment when provided.
• Route complex inquiries or disputes to IC-level analysts via case creation or warm handoff.
• Act as the daily bridge between Finance and Dealer Account Management-flag payment risks and share call notes so reps aren't blindsided.
• Record call outcomes in YayPay or CRM using defined templates or status codes.
• Daily Volume Expectations - 75+ outbound calls per day (based on average handle time of ~2-3 minutes).
• Clear your case queue inside SLA when supporting the broader Collections team.

What you'll bring

• 2 years of relevant experience in Collections, Customer Support, or Sales.
• Confident phone presence and positive tone.
• Excellent attention to detail.
• Resilient under repetitive tasks and occasional customer frustration.
• Able to follow scripts and escalate deviations without improvisation.
• Comfortable in a fast-paced, metrics-driven support environment.

Working at CarGurus
We reward our Gurus' curiosity and passion with best-in-class benefits and compensation, including equity for all employees, both when they start and as they continue to grow with us. Our career development and corporate giving programs, as well as our employee resource groups (ERGs) and communities, help people build connections while making an impact in personally meaningful ways. A flexible hybrid model and robust time off policies encourage work-life balance and individual well-being. Thoughtful perks like daily free lunch, a new car discount, meditation and fitness apps, commuting cost coverage, and more help our people create space for what matters most in their personal and professional lives.
We welcome all
CarGurus strives to be a place to which people can bring the ultimate expression of themselves and their potential-starting with our hiring process. We do not discriminate based on race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. We foster an inclusive environment that values people for their skills, experiences, and unique perspectives. That's why we hope you'll apply even if you don't check every box listed in the job description. We also encourage you to tell your recruiter if you require accommodations to participate in our hiring process due to a disability so we can provide the appropriate support. We want to know what only you can bring to CarGurus. #LI-Hybrid