Hybrid Team Lead, Technical Customer Care

Cox; Draper (UT); Hybrid; USD 74,000 - 111,000; Full time

Benefits offered by this job

Parental leave

Paid time off

Paid holidays

Job summary

Cox is seeking a Supervisor, Technical Customer Care to lead a designated group of Technical Customer Care employees in DealerTrack DMS. The role emphasizes coaching, performance reviews, and ensuring high-quality client support in line with QA standards.

Responsibilities include guiding the team, managing cases, QA tracking, and staffing for multiple locations; travel is occasional; hybrid in-office work in Draper, UT.

Qualifications

• Three (3) years' Contact Center experience required.
• Flexible work hours/schedule.
• Strong organization and prioritization skills.
• Analytical and customer-centric decision making.
• Proficiency with Microsoft Office and CRM tools.
• Excellent interpersonal skills and change leadership.

Responsibilities

• Provide day-to-day guidance to assigned employees of the DealerTrack DMS team.
• Supervises employees as they handle cases and queues.
• Engage with customers by phone, email or other means.
• Clarify and ensure customer understanding of device, platform and network functionality.
• Enforces company policies and regulatory requirements.
• Monitors performance and development opportunities.
• Review metric reports to track performance against SLAs.
• Payroll, timecard review, PTO requests, and staffing for teams.

Skills

Leadership experience

Customer care guidance

Performance management

Education

High School Diploma/GED

BA/BS

MS

Ph.D.

Tools

CRM tools

Microsoft Office

Genesys Pure Cloud

Salesforce CRM

Job description

Cox is seeking a Supervisor, Technical Customer Care to lead a designated group of Technical Customer Care employees in DealerTrack DMS. The role emphasizes coaching, performance reviews, and ensuring high-quality client support in line with QA standards.

Responsibilities include guiding the team, managing cases, QA tracking, and staffing for multiple locations; travel is occasional; hybrid in-office work in Draper, UT.