Customer Care Lead: Coaching, AI Tools & Escalations

Cox Automotive Inc.

Phoenix (AZ)

On-site

USD 33,000 - 50,000

Full time

11 days ago

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Benefits offered by this job

Paid time off

Seven paid holidays

Bereavement leave

Voting leave

Jury duty leave

Volunteer time off

Military leave

Parental leave

Job summary

Cox Automotive Inc. is seeking a Lead Customer Care Specialist to provide leadership and operational support for a team of Customer Care Specialists.

You will combine advanced technical support with continuous improvement duties and act as the first point of contact for frontline agents, handling complex escalations and partnering with cross-functional teams to enhance processes, tools, and training. The role emphasizes coaching, onboarding, and training, with a focus on empowering the team,

Qualifications

Minimum 7 years of related field experience with HS diploma/GED; or 5+ years with higher degree/certification.
Strong written and verbal communication skills; ability to document activities clearly.
Proven leadership and coaching experience in customer care environments.
Extensive customer service experience with a track record of quality outcomes.

Responsibilities

Lead, coach, and develop Customer Care Specialists to meet performance goals and quality standards.
Conduct onboarding and ongoing training sessions; foster empowerment, accountability, and customer focus.
Provide advanced technical support and resolve complex inquiries, including fraud-related escalations.
Perform root cause analysis and implement sustainable solutions for recurring issues.
Analyze customer feedback and operational trends to identify improvement opportunities.
Define and lead process improvement initiatives with Product, Engineering, QA, and WFM.
Leverage AI tools to streamline interactions; train staff on using these tools effectively.
Serve as liaison between Customer Care, WFM, QA and other departments to ensure seamless service delivery.
Maintain accurate documentation and reporting of interactions and team metrics.
Perform related duties as assigned by the supervisor.