Customer Success Specialist

SOMO | Sotheby's Motorsport; United States; Remote; USD 55,000 - 75,000; Full time

Job summary

SOMO | Sotheby's Motorsport seeks a Customer Success Specialist to be the primary contact for consignors and bidders from inquiry through post-sale follow-up after delivery. You will support the team and clients, coordinate next steps, and track issues to resolution while learning the collector car auction business.

The role blends customer ownership with cross-training in Client Service Coordinator and Auction Specialist workflows, providing coverage during peak periods and staffing

Qualifications

• 1–3 years of experience in customer-facing roles such as customer success, client services, hospitality, sales support, or account coordination.
• Clear, professional communication and a calm, practical approach to difficult conversations.
• Strong organization, accuracy, and follow-through across multiple customers and deadlines.
• Familiarity with CRM systems and common office tools; quick learner of new platforms.
• Curiosity, coachability, and willingness to learn multiple functions and apply feedback.

Responsibilities

• Own the customer experience from inquiry to post-sale follow-up and delivery.
• Respond to inquiries by phone, email, and chat; guide customers through setup and verification; explain terms, timelines, and steps.
• Coordinate with Auction Specialists for vehicle information and questions; support bidding windows and consignor updates.
• Manage invoicing, payment follow-up, title/document collection, vehicle release, and transport coordination.
• Maintain CRM records, issue logs, and handoffs; escalate sensitive issues when needed.

Skills

Customer success

Communication

Organization

CRM systems

Remote work

Tools

CRM platforms

Microsoft Office/Google Workspace

Job description

The Customer Success Specialist is the primary contact for the customer experience, helping consignors and bidders from inquiry through post-sale follow-up after delivery. You will support the team and clients to keep customers informed, coordinate next steps, and follow issues through resolution while learning the collector car auction business.

This broad, developmental role combines customer ownership with cross-training in Client Service Coordinator and Auction Specialist workflows. As you develop proficiency, you will provide coverage during high-volume periods, PTO, and staffing transitions, building readiness for future openings. Ownership of customer follow-through; this individual contributor role has no direct reports.

Customer engagement and issue resolution

• Before engagement: Respond to inquiries by phone, email, and chat; guide customers through account setup, registration, and verification; explain approved auction terms, fees, timelines, and next steps.
• During engagement: Monitor active auction questions, provide timely updates, and support consignors and bidders through the bidding window. Coordinate with Auction Specialists for accurate vehicle information and specialist questions.
• After engagement: Confirm next steps and coordinate invoicing, payment follow-up, title and document collection, vehicle release, and transport with the responsible teams. Track open items through transaction completion and check in after delivery.
• Own customer concerns from intake through closure: Listen, document, triage, resolve routine matters within your authority, or route to the appropriate owner. Keep customers updated and promptly elevate sensitive, complex, or time‑critical issues.
• Build relationships that encourage repeat consignments, bidding, and referrals. Invite honest reviews and testimonials through consistent outreach; coordinate permissions for customer stories with marketing. Monitor review feedback, route concerns promptly, and respond using approved guidance.

Cross training and operational coverage

• Learn Client Service Coordinator and Auction Specialist workflows through shadowing, documented procedures, supervised practice, and demonstrated proficiency before independent coverage.
• Support client service coverage across registration and verification, shared inquiries, customer records, document collection, payment follow-up, and vehicle release and transport coordination.
• Support auction workflows as trained: Gather vehicle documentation, photos, history, and condition information; check listing materials for completeness and accuracy; track readiness and deadlines; and coordinate bidder questions and consignor updates.
• Provide assigned coverage during peak volume, PTO, or role transitions. Use clear handoff notes, track commitments, and flag capacity conflicts early. Prioritize work with department leads when customer demand and coverage needs compete.

Operational discipline and development

• Maintain accurate CRM records, customer notes, transaction status, and issue logs, including the next action, owner, and deadline.
• Maintain procedures, templates, and checklists for each workflow you cover. Run post‑sale satisfaction outreach, summarize recurring issues, and recommend service improvements.
• Work within delegated authority. Refer valuation, reserves, negotiations, payment or release approvals, and other specialist decisions to the appropriate owner until specifically trained and authorized.
• Report regularly on response and resolution times, open issues, customer feedback, review activity, and coverage readiness.

Training and growth

• First 3 months: Learn the auction lifecycle and systems, own routine inquiries and follow-up, and shadow client service coordination.
• Months 3–6: Work toward signed‑off coordinator coverage, begin specialist shadowing, and manage feedback and review outreach.
• Beyond 6 months: Expand approved specialist coverage and build readiness to backfill future openings as skills and opportunities align.

What you bring

• 1–3 years of experience in customer success, client services, hospitality, sales support, account coordination, or a similar customer‑facing role.
• Clear, professional communication and a calm, practical approach to difficult conversations.
• Strong organization, accuracy, and follow‑through across multiple customers and deadlines.
• Comfort with CRM systems, Microsoft Office or Google Workspace, and learning new platforms.
• Curiosity, coachability, and willingness to learn several functions and apply feedback.
• Sound judgment about escalation, confidentiality, and the limits of your authority.
• Reliability and initiative in a remote environment, with flexibility as customer needs change.

Helpful experience and interests

Interest in collector cars and experience in auctions, automotive businesses, luxury retail, or online marketplaces are helpful. Exposure to titling, transport, payments, or review platforms is a plus. Deep auction expertise is not required.

What success looks like

• Timely responses and issue resolution; clear updates and complete, accurate customer records.
• Customer satisfaction, authentic review participation, and repeat consignor and bidder activity.
• Reliable coverage confirmed by manager sign‑off, with useful procedures and clean handoffs.
• Practical improvements that reduce missed follow‑ups and avoidable delays.

Working conditions

Remote within the United States, with reliable internet and a suitable workspace. Hours may vary around auctions, including evening or weekend coverage. Occasional travel to auction events or team meetings may be required.