Customer Support Supervisor - Remote

Overview

Motive is the fastest-growing website provider for dealerships. Shopping for a vehicle is a difficult process, and we believe that a better consumer experience online can make it great. Our all-in-one platform is serving an increasingly robust quantity of dealers through our direct partnerships with nearly every OEM brand.

In Short

• Leverage cutting edge AI technology to help innovate our product and the customer experience.
• Work along side company senior leadership.
• Have meaningful autonomy in how you lead and build a team/department.
• Lead, coach, and develop a team of Customer Support Specialists to ensure high-quality service and strong team performance.
• Help foster a collaborative, positive, and customer-focused team whose interactions meet Motive’s standards for professionalism.
• Ensure SLAs for responsiveness and resolution are met across all channels (phone, email, and ticketing platforms).
• Monitor support metrics and reporting to ensure team capacity and performance is maintained.
• Handle customer escalations and work cross-functionally to drive resolution.
• Identify trends in customer requests and collaborate with Product, Engineering, and Customer Success teams to eliminate bottlenecks.
• Maintain and improve support workflows, processes, and documentation.
• Oversee new-hire training and professional development for team members.

Requirements

• 5+ years of experience in a high-volume customer support or technical support environment within the automotive industry.
• 2+ years of previous leadership or supervisory experience in a scaling organization.
• Strong written and verbal communication skills, with the ability to communicate confidently and professionally with clients by phone, email, and support ticket systems.
• Excellent problem-solving and conflict-resolution abilities.
• Highly organized with the ability to manage competing priorities in a fast-paced environment.
• A collaborative mindset and ability to work cross-functionally with Product, Engineering, and Customer Success teams.

Benefits

• The pay scale is inclusive of various prerequisites and levels of proficiency, and will be further narrowed throughout the interview process.
• Motive contributes 100% of the cost of employees' and 50% of dependents’ health, dental, and vision insurance premiums.