Customer Support Team Lead: Drive Service Excellence

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

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.