Leads a customer support team by overseeing daily call center operations, monitoring performance and SLAs, managing escalations, developing training, analyzing reporting, and improving workflows. Acts as a subject matter expert on RouteOne products, mentors employees, identifies technology needs, supports cross-functional issue resolution, and participates in an on-call rotation for critical business operations issues.
The role of the Team Lead, Customer Support is to ensure that customer issues are resolved in a timely, efficient, and optimized manner across the RouteOne ecosystem. This includes ensuring that RouteOne provides exemplary service to our customers through daily oversight of the Customer Support call center and ongoing case handling. Responsibilities include troubleshooting and escalating customer issues with RouteOne products and services, working to ensure issue resolution for dealers, interacting with expanded RouteOne partners and stakeholder teams to ensure resolution, and acting as subject matter expert on RouteOne products and services. This role requires exceptional communication skills, the ability to focus and direct solutions to problems, strong analytical abilities, and exceptional attention to detail and follow-through.
Job Requirements
- Lead daily activities of Menu Operations Support team, adhering to established SLAs, monitoring team performance and providing support to team members to achieve their goals and support RouteOne’s customers.
- Define key performance measures for the team and translate objectives for each team member to achieve those desired results.
- Define robust and repeatable training plans to ensure that team members have thorough and ongoing knowledge of RouteOne products, tools, services, and customers.
- Work with teams to identify and implement optimized structures, workflow, and solutions to aid them in achieving their goals.
- Serve as mentor and leader to team members, helping them develop in their roles as RouteOne professionals and outlining plans for them to grow in their career over time.
- Lead efforts to identify ongoing technology needs for RouteOne Menu Operations Support.
- Analyze, organize, and present the data necessary for broader stakeholder groups to understand Menu Operations Support performance and needs, and improve overall RouteOne customer service where necessary.
- Participate in “On Call” rotation with the Business Operations Team, serving as an escalation point for critical issues when necessary.
- Work closely with peer Managers in Business Operations to support overall department, continually identifying mechanisms to improve performance and advance employee well-being.
- Maintain safety, security, and privacy standards throughout all areas of responsibility.
Knowledge
- Proven experience in overseeing operational activities and customer support functions at a high performing technology company.
- Prior experience managing large teams in a fast paced, remote/hybrid work environment.
- Subject Matter Expertise on RouteOne’s suite of products and services and how they function to deliver great experiences for our customers (this knowledge will be gained on the job through training, etc.).
- Proven ability to consult, guide, and implement innovation across business and technical processes.
- Knowledge of Auto dealership technology, processes and financing products preferred but not required.
Skills
- Experience with Service Desk and Call Center technology, Salesforce, Pendo, etc.
- Strong analytical skills and familiarity with various data and reporting suites (e.g., Excel, Tableau, Salesforce, internal system reporting resources).
- Proficient in Microsoft Office products, including but not limited to: Microsoft Word, PowerPoint, Excel, Outlook, and Visio.
Abilities
- Strong customer service skills.
- Excellent interpersonal, written, and oral communications skills.
- Excellent attention to detail.
- Strong organizational and analytical skills.
- Ability to multi-task and support multiple threads of customer support at one time.
- Disciplined, independent worker with professional demeanor.
- Ability to work independently or in a collaborative team environment, think critically and problem solve, learn new technologies, and adapt to change.
- Ability to identify business challenges in need of solutions and lead efforts to define and implement solutions to those challenges/needs.
- Successful relationship builder within and across organizations.
- Excellent verbal and written communication skills.
- Excellent presentation skills for both creation and presentation.
- Thrives in a fast-paced, evolving environment.
Other Essential Requirements
- 5+ years of experience.
- Extended and flexible hours may be required at times as this is a Business Operations leadership role.
- Prior experience in automotive retail finance or other related consumer finance experience is a plus.
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