Customer Support Supervisor

BLC BACKLOTCARS Inc; Carmel (IN); Hybrid; USD 60,000 - 95,000; Full time

Benefits offered by this job

Competitive pay

Medical, dental, and vision benefits

Employer contribution to 401K/RRSP

Paid vacation and sick time

Parental leave (US)

Disability and life insurance

Job summary

OPENLANE, headquartered in Carmel, Indiana, seeks a Customer Support Supervisor to lead our dedicated support team and drive world-class service. You’ll mentor specialists, manage escalations, and collaborate across departments to improve processes and outcomes.

The ideal candidate has 5+ years in customer support or contact centers with at least 1 year in leadership, superb communication, and a customer-obsessed mindset.

Qualifications

• Bachelor's degree or equivalent work experience.
• 5+ years of customer service/contact center experience.
• Proficient in computer and technical tools including typing.

Responsibilities

• Lead a team responsible for responding to customer inquiries and resolving issues.
• Partner across departments to resolve escalations with a focus on customer experience.
• Manage team schedules, time cards, and report on performance to management.
• Handle escalated customer issues.
• Establish and monitor KPIs for the team and ensure targets are met.
• Develop and implement streamlined processes to improve accuracy and efficiency.
• Mentor team members on products, services, and procedures.
• Collaborate with team members to achieve results and build consensus.

Skills

Customer service

Leadership

Communication

Team management

Education

Bachelor's degree

Tools

Five9

Google Drive

Job description

Who We Are

At OPENLANE we make wholesale easy so our customers can be more successful. We’re a technology company building the world’s most advanced—and uncomplicated—digital marketplace for used vehicles. We’re a data company helping customers buy and sell smarter with clear, actionable insights they can understand and use. And we’re an innovation company accelerating the future of wholesale remarketing through curiosity, collaboration, and an entrepreneurial spirit.

Our Values: Driven Waybuilders. We pursue challenges that inspire us to build, create, and innovate. Relentless Curiosity. We seek to understand and improve our customers’ experience. Smart Risk-Taking. We transform risk into progress through data, experience, and intuition. Fearless Ownership. We deliver what we promise and learn along the way.

We’re Looking For

We are seeking a Customer Support Supervisor with experience in customer service and leadership. You will lead our dedicated Customer Support team responsible for handling customer inquiries and resolving customer issues internally and externally. Our Customer Support Supervisor is customer-OBSESSED and strives to inspire a team of Customer Support Specialists to provide a world-class service experience with every customer interaction. The ideal candidate will have at least 5 years of experience in customer support or customer service and 1+ year(s) of leadership experience.

You Are

Customer-focused: You will consider the customer’s experience in your decision-making. Communicative. You’re a communicative individual with excellent verbal and written skills, capable of effectively conveying information and ideas to diverse audiences. A Leader. You possess strong leadership capabilities to lead a team to a strong resolution of title issues.

What You Will Do

• Lead a team responsible for responding to customer inquiries and resolving customer issues.
• Partner across various departments as needed to resolve all escalations in a manner that provides the best customer experience
• Manage team workforce and time cards and report on team performance to management
• Handle escalated customer issues
• Establish and manage key performance indicators (KPIs) for the team, holding team members accountable for meeting department goals and expectations.
• Create and implement streamlined processes and procedures to enhance team accuracy and efficiency.
• Actively participate and often lead team discussions and activities.
• Demonstrate expert understanding of all products and services and contact center operations procedures and tools to provide appropriate mentorship to team members.
• Be accessible and congenial with other team members, welcoming interaction to obtain results and consensus when needed.
• Proactively provide ongoing and specific feedback to Supervisors and other business leaders regarding customer issues, Customer Support improvements, or functionality impeding the client’s ability to transact.
• Leverage evolving technology platforms, tools, and internal products and procedures.

Who You Will Work With

Reporting to a Manager of Customer Support and Dealer Registration, this role will collaborate with other Customer Support and Dealer Registration Leaders and team members to ensure customer satisfaction on a regular basis.

Must-Have's

• Bachelor's degree or equivalent work experience required
• 5 + years of customer service/ contact center experience
• Basic level of Competencies/Skills: Computer and Technical Skills (tools/sites) including Typing Skills
• Education: Has completed or is in the process of completing the required educational background; Participating in enhanced training sessions. Aspires to Advance Five9 skills Google Drive: Docs, Sheets, Slides, etc. Presentation Skills Reporting Skills Analytical Skills

Nice to have's

• General Automotive knowledge preferred

What We Offer

• Competitive pay
• Medical, dental, and vision benefits with employer HSA contributions (US) and FSA options (US)
• Immediately vested 401K (US) or RRSP (Canada) with company match
• Paid Vacation, Personal, and Sick Time
• Paid maternity and paternity leave (US)
• Employer-paid short-term disability, long-term disability, life insurance, and AD&D (US)
• Robust Employee Assistance Program
• Employer paid Leap into Service Day to volunteer
• Tuition Reimbursement for eligible programs
• Opportunities to expand your skill set and share your knowledge across a publicly traded, global organization
• Company culture of internal promotions, diverse career paths, and meaningful advancement

Sound like a match? Apply Now - We can\'t wait to hear from you!

OPENLANE makes wholesale easy so our customers can be more successful. Our end-to-end platform serves the remarketing needs of the world’s largest OEMs, dealers, fleet operators, rental companies and financial institutions. We’re a technology company delivering next generation tools to accelerate and simplify remarketing. We’re an analytics company leveraging data to inform and empower our customers with clear, actionable insights. And we’re an auction company powering the world’s most advanced digital used vehicle marketplaces. In 2021, OPENLANE sold nearly 2.6 million vehicles valued at over $40 billion through our auctions and generated approximately $2.3 billion in revenue. Our integrated digital marketplaces and vehicle logistics centers reduce risk, improve transparency and streamline the experience for customers in about 75 countries. OPENLANE continues to make investments in innovation, strategic acquisitions and integrations to better serve our customers. Headquartered in Carmel, Indiana, OPENLANE has about 5,000 employees and maintains business units across North America, Europe, the Philippines and Uruguay. Together, the OPENLANE brands provide a complete remarketing solution for our customers.

California Residents: Click here to learn more about the personal information we collect in the application process. Also, click here for how we adhere to the California Fair Chance Act. Canadian Residents: Click here to learn more about how we adhere to the provincial Human Rights Codes and any accessibility and/or disability legislation OPENLANE is an equal opportunity employer and a drug-free workplace.