Be an Early Applicant
Building a better future for this generation and the next.
The Role
Supervises a technical customer care team supporting Dealertrack DMS users. Provides daily guidance, manages cases and task queues, monitors performance against SLAs and quality standards, conducts reviews, and delivers coaching and professional development. Responsibilities also include enforcing policies, reviewing payroll and timecards, approving PTO, addressing staffing needs, and ensuring effective customer support through phone, email, and other channels.
Summary Generated by Built In
The Supervisor, Technical Customer Care supports and leads a designated group of Technical Customer Care employees in Dealertrack DMS. The responsibilities include inbound contact management in addition to conducting performance reviews, training, and coaching/development. This role is responsible for leading employees to meet and exceed personal goals, as well as providing the necessary support to ensure each team is delivering excellent support to clients based on quality assurance standards.
What You'll Do
Travel:
Location:
This is a hybrid position. All qualified candidates must reside in/near the following locations:
Who You Are
Minimum
Preferred
USD 74,000.00 - 111,000.00 per year
Compensation:
Compensation includes a base salary in the range of $74,000.00 - $111,000.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.
Benefits:
The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.
EOE, including disability/vets
What You'll Do
- Provide day-to-day guidance to assigned employees of the DealerTrack DMS team.
- Supervises employees as they:
- Handle assigned cases and task queues
- Engage with customers, by phone, email or other means
- Clarify and ensure customer understanding of device, platform and network functionality and operations.
- Enforces company policies and ensures adherence to regulatory requirements.
- Monitors team performance and ensures employees receive appropriate on-the-job and professional development opportunities.
- Review metric reports to track team member performance to ensure timely, effective and efficient resolution in keeping with SLAs and other performance requirements.
- Responsible for payroll and timecard review, PTO requests, and staffing requirements for specified teams.
Travel:
- Occasional travel for training and offsite meetings, approximately once per quarter.
Location:
This is a hybrid position. All qualified candidates must reside in/near the following locations:
- Atlanta, GA
- Burlington, VT
- Draper, UT
- Exton, PA
- Overland Park, KS
Who You Are
Minimum
- High School Diploma/GED and 5 years' experience OR BA/BS and 3 years' experience OR MS and 1-year experience OR Ph.D. and up to 1-year experience
- Ability to work flexible work hours/schedule.
- Proven ability to organize and prioritize daily work; exercise project management skills.
- Ability to leverage analytical and customer-centric approaches to set priorities, make decisions, and deliver results.
- Strong technical knowledge including but not limited to proficiency with Microsoft Office applications and CRM tools.
- Excellent interpersonal skills with the proven ability to clearly define goals and champion change for the business.
Preferred
- Proficiency in the ability to effectively develop individuals by setting specific and measurable goals that align with the organization's purpose and values.
- Ability to apply knowledge of the business and/or industry to maximize results, limit risk and effectively contribute to the organization.
- Proven track record of leading motivating, developing, and coaching employees; building a high-performance team with demonstrated success and developing and retaining high-performing employees.
- Salesforce CRM case logging and reporting.
- Experience with interaction distribution systems such as Genesys Pure Cloud.
- Automotive industry knowledge.
USD 74,000.00 - 111,000.00 per year
Compensation:
Compensation includes a base salary in the range of $74,000.00 - $111,000.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.
Benefits:
The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.
EOE, including disability/vets
Skills Required
- High school diploma or GED and 5 years of experience
- Bachelor's degree and 3 years of experience
- Master's degree and 1 year of experience
- Ph.D. and up to 1 year of experience
- Ability to work flexible work hours or schedules
- Ability to organize and prioritize daily work and exercise project management skills
- Ability to use analytical and customer-centric approaches to set priorities, make decisions, and deliver results
- Strong technical knowledge, including proficiency with Microsoft Office applications and CRM tools
- Excellent interpersonal skills and ability to clearly define goals and champion business change
- Ability to develop employees by setting specific and measurable goals aligned with organizational purpose and values
- Ability to apply business or industry knowledge to maximize results, limit risk, and contribute effectively
- Track record of leading, motivating, developing, and coaching employees and building high-performance teams
- Salesforce CRM case logging and reporting experience
- Experience with interaction distribution systems such as Genesys PureCloud
- Automotive industry knowledge
What the Team is Saying
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Manager of Network Automation
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Director of Agile Delivery
Chris
Manager of Engineering Support & Delivery
John Chapman
National Client Sales Director, Cox Automotive
Kib Yahyehyrab
Audit Analysis, Cox Enterprises
Jenny Arias
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Cox Enterprises Compensation & Benefits Highlights
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Healthcare Strength — Medical coverage is presented as robust, with multiple plan options, in‑network preventive care covered in full, and added programs for telehealth, mental health, and chronic conditions. Materials also highlight ongoing enhancements and vendor partnerships that broaden access and support.
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Parental & Family Support — Family-building benefits are emphasized, including paid parental leave, fertility support via specialized partners, adoption assistance, lactation resources, and childcare discounts. Feedback suggests these offerings help employees navigate key life stages with practical support.
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Retirement Support — Retirement programs feature a company‑matched 401(k) alongside financial coaching tools and student‑debt assistance. Feedback suggests the retirement match and savings resources are viewed as meaningful components of total compensation.
Cox Enterprises Insights
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The Company
What We Do
Cox Enterprises is a family-owned enterprise spanning 125+ years of innovation. Through our diverse network of businesses, our people are shaping the future with bold thinking, cutting-edge technology and an unwavering commitment to doing what’s right. Across a range of industries — including automotive, agriculture, cleantech, journalism and more — we’re building a better future for this generation and the next. Make your mark at Cox!
Why Work With Us
Founded in 1898, Cox Enterprises is a community of kind, grounded individuals who work together to drive positive change across vital industries. At Cox, employees experience meaningful work, great benefits, work-life balance and a supportive team environment, plus ample opportunities for career growth across our family of businesses.
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Cox Enterprises Teams
Product & Tech
About our Teams
Cox Enterprises Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Typical time on-site:
Flexible
