About Tekion:
Positively disrupting an industry that has not seen any innovation in over 50 years, Tekion has challenged the paradigm with the first and fastest cloud-native automotive platform that includes the revolutionary Automotive Retail Cloud (ARC) for retailers, Automotive Enterprise Cloud (AEC) for manufacturers and other large automotive enterprises and Automotive Partner Cloud (APC) for technology and industry partners. Tekion connects the entire spectrum of the automotive retail ecosystem through one seamless platform. The transformative platform uses cutting-edge technology, big data, machine learning, and AI to seamlessly bring together OEMs, retailers/dealers and consumers. With its highly configurable integration and greater customer engagement capabilities, Tekion is enabling the best automotive retail experiences ever. Tekion employs close to 3,000 people across North America, Asia and Europe.
Preferred on site in Cincinnati, but will consider remote
Job Description
Tekion is seeking a proactive and strategic **Team Lead – Customer Support Operations** to join our growing Operations team. This role is pivotal in both day-to-day management and driving continuous improvement initiatives across the support function.
As Team Lead, you will provide operational oversight, guidance, and mentorship for analysts, while partnering with cross-functional leaders to optimize efficiency and elevate the customer experience. You’ll steward the execution and refinement of multi-program functions—including Workforce Management (WFM), Quality Assurance (QA), SOP Documentation, Queue Management, and the integration of AI-driven solutions.
Roles and Responsibilities:
- Directly oversee a team of Customer Support Operations Analysts, providing coaching, development, and performance management.
- Coordinate and monitor multiple support programs such as Workforce Management (WFM), Quality Assurance (QA), SOP Documentation, Queue Management, and AI-driven process improvement initiatives.
- Act as a subject matter expert and escalation point for operational challenges, troubleshooting issues across support processes and tools.
- Monitor key operational metrics (ticket volumes, resolution time, CSAT, etc.); analyze trends and implement improvement plans.
- Lead the design, maintenance, and continuous improvement of SOPs across programs.
- Collaborate with cross-functional teams (Support, Product, Engineering, AI/ML teams) to enhance tools, workflows, and customer experience.
- Ensure QA programs are effectively executed—calibrating across reviewers, synthesizing feedback, and upholding excellence in support interactions.
- Partner with workforce analysts to optimize resource allocation, scheduling, and workforce analytics for multiple queues and product lines.
- Drive automation and AI adoption initiatives, partnering with Development/AI analyst to pilot, assess, and operationalize new technology.
- Support major incident response efforts—coordinating communications, resource shifts, and post-mortem analysis.
- Deliver regular operational reporting and updates to management and key stakeholders.
- Foster a culture of collaboration, knowledge sharing, and innovation within the team.
- Support hiring, onboarding, and training of new team members as needed .
Qualifications:
- 3–5+ years of experience in customer support operations or similar environments, with at least 1–2 years in a supervisory, lead, or project/program ownership capacity.
- Strong analytical, organizational, and problem-solving skills.
- Proficiency with data reporting and visualization tools (Excel, SQL, Power BI/Tableau, etc.).
- Hands-on experience with customer support/ticketing systems, WFM, and QA tools.
- Proven ability to deliver results through others—mentoring, coaching, and motivating teams.
- Excellent communication, cross-functional collaboration, and stakeholder management skills.
- Experience with designing and maintaining operational documentation and SOPs.
- A track record of leading or participating in technology-driven transformation (AI, automation, etc.) in a support environment is a plus.
Preferred Skills:
- Experience supporting high-growth SaaS, software, or technology environments.
- Familiarity with process improvement methodologies
- Prior experience managing remote or hybrid teams.
Sponsorship
- Please note that visa sponsorship is not available for this position.
Perks and Benefits
- Competitive compensation and generous stock options
- 100% employer-paid top-of-the-line medical, dental and vision coverage
- Great benefits including unlimited PTO, parental leave and free snacks and beverages
- The opportunity to work with some of the brightest minds from Silicon Valley’s most dominant and successful companies
- Be part of an early stage, hyper-growth start-up with the opportunity to grow and prosper
- Work on the latest and coolest technologies – everything is home-grown and built ground-up
- A dynamic work environment with a strong sense of community and collaboration
- The open and transparent culture that encourages innovation, rewards performance and discourages hierarchy
- Exciting opportunities for career growth and development
Current Tekion Employees – Please apply via Greenhouse Internal Job Board
Tekion is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, victim of violence or having a family member who is a victim of violence, the intersectionality of two or more protected categories, or other applicable legally protected characteristics.
For more information on our privacy practices, please refer to our Applicant Privacy Notice here.
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