Customer Care Team Lead — AI Tools & Tech Support

CAI Cox Automotive Corp Svcs., LLC

Phoenix (AZ)

Hybrid

USD 33,000 - 50,000

Full time

14 days+

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Benefits offered by this job

Health insurance

401(k) retirement plan

Paid time off and holidays

Sick leave, parental leave, flexible/v

Job summary

Cox Automotive leads a Customer Care team to deliver exceptional service across channels. The Lead Customer Care Specialist provides leadership, onboarding, and advanced technical support, including fraud-related escalations, while driving ongoing process improvements.

You will collaborate with Product, Engineering, QA, and Workforce Management to optimize tools, training, and AI-powered interactions, ensuring high-quality customer experiences and measurable performance results.

Qualifications

High School Diploma/GED with 7 years’ related experience, or alternative combination with higher degree and 5+ years.
Extensive customer service experience.
Requires advanced job proficiency through training and broad-based experience.
Clear and persuasive communication; documents activities.

Responsibilities

Lead, coach, and develop Customer Care Specialists to meet performance goals and quality standards.
Conduct onboarding and ongoing training; foster empowerment and accountability.
Provide advanced technical support and resolve complex/fraud-related inquiries.
Perform root cause analysis and implement sustainable solutions.
Analyze customer feedback and trends to identify improvement opportunities.
Lead process improvement initiatives with cross-functional teams.
Leverage AI tools to streamline interactions and train the team.
Train team on AI tools and monitor performance for enhancements.
Serve as liaison between Customer Care, WFM, QA and other departments.