Hybrid Supervisor Technical Customer Care — Lead & Develop

Cox; Burlington (VT); Hybrid; USD 74,000 - 111,000; Full time

Benefits offered by this job

Parental leave

Paid time off

Paid holidays

Wellness benefits

Job summary

Cox is seeking a Supervisor, Technical Customer Care to lead a DealerTrack DMS team. This hybrid role requires guiding staff, handling cases, and coaching for quality and SLA adherence. Occasional travel and responsibility for payroll and staffing are included.

The position emphasizes performance management, training, and delivering excellent client support with strong CRM and office tool proficiency.

Qualifications

• Three years of contact center experience required.
• Strong technical knowledge and CRM tools proficiency.
• Excellent interpersonal and communication skills.
• Ability to organize, prioritize and manage projects.

Responsibilities

• Provide day-to-day guidance to assigned employees.
• Supervises handles cases, queues and customer interactions.
• Lead performance reviews, training and coaching.
• Monitor metrics and ensure SLA adherence.
• Oversee payroll, timecards and staffing for teams.

Skills

Contact Center

CRM tools

Microsoft Office

Analytical thinking

Communication skills

Project management

Team leadership

Flexible hours

Education

High School Diploma/GED

BA/BS

MS

Ph.D.

Tools

Salesforce

Genesys PureCloud

CRM systems

Job description

Cox is seeking a Supervisor, Technical Customer Care to lead a DealerTrack DMS team. This hybrid role requires guiding staff, handling cases, and coaching for quality and SLA adherence. Occasional travel and responsibility for payroll and staffing are included.

The position emphasizes performance management, training, and delivering excellent client support with strong CRM and office tool proficiency.