Hybrid Technical Customer Care Team Lead

Cox Enterprises; Exton (PA); Hybrid; USD 70,000 - 90,000; Full time

Job summary

Cox Enterprises in Exton, PA, seeks a Supervisor, Technical Customer Care to lead a designated group within Dealertrack DMS. You will guide daily operations, ensure SLA adherence, and provide coaching and development to team members.

Responsibilities include handling cases, coordinating with customers by phone or email, monitoring performance metrics, and overseeing payroll/timecard processes. This hybrid role requires strong CRM and MS Office skills and a track record of building

Qualifications

• Lead and coach a team of Technical Customer Care employees.
• Ensure SLA adherence and quality assurance across shifts.
• Analyze performance metrics to drive continuous improvement.

Responsibilities

• Provide day-to-day guidance to assigned employees.
• Handle cases and task queues; engage with customers by phone or email.
• Clarify and ensure understanding of device, platform, and network functionality.

Skills

Contact Center experience

Team leadership

Performance metrics

CRM tools

Microsoft Office

Education

High School Diploma/GED

BA/BS

MS

Ph.D.

Tools

Genesys PureCloud

Salesforce CRM

Microsoft Office

Job description

Cox Enterprises in Exton, PA, seeks a Supervisor, Technical Customer Care to lead a designated group within Dealertrack DMS. You will guide daily operations, ensure SLA adherence, and provide coaching and development to team members.

Responsibilities include handling cases, coordinating with customers by phone or email, monitoring performance metrics, and overseeing payroll/timecard processes. This hybrid role requires strong CRM and MS Office skills and a track record of building