In-Office Plano: Buyer Experience Supervisor

Auction; Plano (TX); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401k with company match

PTO and paid holidays

Job summary

Auction.com is seeking a hands-on Supervisor, Buyer Experience to lead a team in Plano, TX. This role will manage inbound support specialists, handle escalations, and ensure a smooth buying experience for distressed property auctions. Four days in the office are required, with occasional travel for leadership activities.

Ideal candidates have 4+ years in inbound support and a track record coaching teams, with strong CRM discipline and comfort using performance dashboards to drive improvements.

Qualifications

• 4+ years in inbound support or customer service, with at least 1 year in a supervisory/lead role.
• Ability to coach and hold a team accountable for performance.
• Experience with contact center performance metrics, scorecards, and QA processes.
• Experience handling phone, email, and chat support with solid CRM discipline.
• Proficiency reading dashboards and identifying root causes for improvements.

Responsibilities

• Supervise and develop Buyer Experience Specialists focused on registration, bidding readiness, issue resolution, and a smooth buying experience for distressed assets.
• Take inbound buyer calls during volume spikes to protect service levels.
• Own escalations and ensure timely resolution; escalate to higher authority when needed.
• Monitor real-time queues, adjust coverage, and report capacity risks to leadership.
• Drive performance against service levels, response times, handle times, and customer satisfaction targets.
• Lead team rhythms: daily huddles, queue reviews, coaching sessions, and weekly one-on-ones.
• Provide call calibration and quality feedback, documenting coaching and improvement plans.
• Mentor Specialists toward Sr. Buyer Experience Specialist, using career-path criteria for promotions.
• Ensure buyers receive accurate information on registration, deposits, bidding eligibility, and timelines.
• Approve updates to scripts and knowledge content; ensure alignments with quality standards.
• Analyze contact drivers and data to reduce repeats and improve bidder conversion.
• Collaborate with operations, data, marketing, product, and asset teams to resolve questions and remove friction.
• Support hiring, onboarding, and ongoing training programs.

Skills

Inbound support

Coaching

Performance management

CRM & data dashboards

Cross-functional collaboration

Tools

CRM systems

Ticketing systems

Job description

Auction.com is seeking a hands-on Supervisor, Buyer Experience to lead a team in Plano, TX. This role will manage inbound support specialists, handle escalations, and ensure a smooth buying experience for distressed property auctions. Four days in the office are required, with occasional travel for leadership activities.

Ideal candidates have 4+ years in inbound support and a track record coaching teams, with strong CRM discipline and comfort using performance dashboards to drive improvements.