Customer Support Specialist

Dealerware, Inc.; Austin (TX); On-site; USD 60,000 - 70,000; Full time

Benefits offered by this job

401(k) with company match

Tuition reimbursement

Unlimited paid vacation

Free parking

Job summary

Dealerware, Inc. in Austin, TX is seeking a Customer Support Specialist to deliver first-level support for Dealerware customers via phone, chat, and email. You will troubleshoot product issues, manage a high-volume caseload, and maintain accurate ticketing while meeting SLAs.

The role emphasizes collaboration with Product and Engineering to resolve issues and improve procedures. Competitive base salary with bonus eligibility, 401(k) with company match, and unlimited PTO are offered.

Qualifications

• 1-3 years of B2B customer support experience in SaaS products
• Exceptional analytical and problem-solving skills
• Ability to meet and/or exceed KPIs, SLAs, and OKRs
• Ability to educate customers on product use and processes
• Excellent customer service with empathy and composure in stressful situations

Responsibilities

• Provide first-level support for inbound cases via phone, chat, email, or other channels
• Troubleshoot dealership support and product cases
• Manage end-to-end customer support, delivering timely, reliable service
• Handle a high-volume caseload
• Maintain accurate support case information in the ticketing system
• Conduct regular case management to ensure SOP adherence
• Apply product knowledge to triage, investigate, and resolve cases meeting SLAs
• Contribute to Training and Knowledge Base updates
• Suggest operational efficiencies such as macros
• Collaborate with other departments to improve procedures, standards, and training
• Advocate for customer needs with Product and Engineering teams

Skills

Customer support

SaaS knowledge

Analytical thinking

Time management

Communication skills

Tools

Google products

Salesforce

Gainsight

Zendesk

CRM systems

Job description

Dealerware transforms the automotive retailers of today into the mobility network of tomorrow. Launched in 2016, Dealerware manages tens of thousands of vehicles at dealerships in North America across every major manufacturer brand. At Dealerware, we foster a people-first culture where everyone can thrive. We support our team with unlimited PTO, comprehensive benefits, and an approachable leadership team dedicated to your success. Dealerware was recently backed by growth investors Wavecrest Growth Partners and Radian Capital and is entering an accelerated phase of growth and product expansion. In 2026, Dealerware was recognized by Built In as one of their Best Startups to Work for in Austin for the fifth consecutive year.

Dealerware’s team is currently hiring for a Customer Support Specialist .

As a Customer Support Specialist, you will:

• Provide first-level support for inbound cases from Dealerware customers via phone, chat, email, or by any other communication method employed by the team.
• Troubleshoot dealership support and product cases.
• Maintain end-to-end responsibility for customer support needs, providing timely, reliable, and courteous service.
• Be able to manage a high-volume caseload.
• Maintain accurate support case information in our ticketing system.
• Conduct regular case management to ensure adherence to all support standard operating procedures.
• Apply product knowledge and problem-solving skills to efficiently triage, investigate, and resolve support cases while meeting or exceeding SLAs.
• Make or suggest updates to Training and Knowledge Base (support articles and FAQs).
• Suggest operational efficiencies, such as macros (template responses)
• Work cooperatively with other departments to improve procedures, standards, documentation, and training, using intelligence gained from customer interactions.
• Advocate for customer needs with the Product and Engineering teams during product development discussions.
• Collaborate with the Product and Engineering teams to resolve product issues as necessary and in a timely manner, whether in person or virtually.

Your peers would say you:

• Detail-oriented and highly organized
• Effective at managing your time and prioritizing appropriately
• Articulate with excellent, demonstrated verbal and written communication skills
• Able to quickly assess a situation and take appropriate action
• A respectful collaborator who works effectively with other teams

Required qualifications:

• 1-3 years of B2B customer support experience specifically supporting SaaS products, with heavy emphasis on virtual/phone and email support, technical product troubleshooting, and issue resolution
• Exceptional analytical and problem-solving skills
• Ability to meet and/or exceed established KPIs, SLAs, and OKRs
• Ability to verbally educate and effectively convey knowledge on product use and process
• Excellent customer service delivery—demonstrated empathy, patience, and understanding in stressful customer situations—ability to put the customer at ease

Even better if you have:

• Prior experience in the retail automotive space, specifically within a dealership or automotive SaaS company
• Software and database knowledge and experience (e.g., Google products, Salesforce, Gainsight, Zendesk, or other CRM and ticketing systems)

Dealerware offers you:

• Competitive base salary with bonus incentive eligibility
• 401(k) with company match
• Tuition reimbursement and continuing education
• Unlimited paid vacation policy
• Modern office and a dynamic team in downtown Austin with free parking

The pay range for this role is:

60,000 - 70,000 USD per year (Austin, TX)