Director of Customer SupportLocation: Remote in the United States
Type: Full-time
Compensation: $110,000 - $130,000 USD + equity & benefits
We are hiring a Director of Customer Support to lead our market-leading support team. Customer Support is one of the key reasons buyers and sellers choose Cars & Bids over every other marketplace; you'll own one of the company's most important competitive advantages and continuously raise the bar for what automotive marketplace support should look like. You'll develop and own key support metrics and KPIs, lead our Customer Support functions, build the operational systems required to scale, and help us define the long-term vision for Customer Support at Cars & Bids.
This is a hands-on role focused on delivering the best possible experience for our customers while driving the metrics and process improvements that make it all possible.
What You'll Do- Own our Customer Support organization, strategy, and day-to-day operations across every customer support touchpoint
- Lead, coach, and develop our Customer Support team, furthering a culture of ownership, responsiveness, and continuous improvement
- Design SLAs and quality standards - and make sure we meet them
- Develop and be responsible for key support metrics and support-related KPIs across the organization
- Ensure buyers and sellers receive an exceptional experience throughout high-value vehicle transactions, balancing speed, accuracy, and empathy
- Own and continuously improve our support technology stack, workflows, automation, and knowledge base
- Create scalable documentation and knowledge management
- Serve as the escalation pathway for support issues - and then build a better process
- Collaborate across teams to continuously improve our platform, tools, and internal processes
- Partner closely with our product and operations teams to improve customer experiencethrough product design and upstream processes
What We're Looking For- 7+ years of experience owning customer support across channels, especially phone and email
- Proven experience setting and driving support-related KPIs in a fast-growing startup environment
- Strong analytical instincts and comfort working directly with support metrics
- Ability to drive results through influence and leverage, not headcount
- A deep passion for enthusiast cars and the automotive world
- Comfort operating in ambiguity and making hard tradeoffs
- Experience with high-value transactions
- Preferred: previous experience with automotive transactions, title transfers, or similar
