Inbound Buyer Experience Team Lead

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

Benefits offered by this job

Medical, dental, and vision insurance

401k with 25% match

Paid time off and holidays

Job summary

Auction.com is seeking a hands-on Buyer Experience Supervisor to lead a team of inbound support specialists helping prospective buyers register, bid, and transact in distressed property auctions. This working supervisor role covers direct reports and inbound calls during spikes, with focus on service levels and escalation handling.

The ideal candidate has a strong background in inbound support or customer experience, coaching, and performance metrics, and will collaborate with product,

Qualifications

• 4+ years of inbound support, contact center, or customer service experience, including at least 1 year in a supervisory role.
• Ability to handle inbound buyer calls at a specialist level of quality and efficiency.
• Proven ability to coach, motivate, and hold accountable a team of support specialists.
• Working knowledge of contact center performance management, including service levels, schedule adherence, quality frameworks, scorecards, and coaching models.
• Experience supporting customers on phone, email, and chat with strong case management and CRM discipline.
• Comfort reading performance data and dashboards, identifying root causes, and recommending practical operating improvements.
• Clear verbal and written communication, with the ability to explain complex information to both buyers and internal stakeholders.
• Comfort working with product, technology, operations, sales, marketing, and asset management partners.

Responsibilities

• Supervise, coach, and develop Buyer Experience Specialists and Sr. Specialists focused on registration, bidding readiness, issue resolution, and a smooth buying experience for distressed assets.
• Take inbound buyer calls directly as needed to protect service levels during volume spikes, coverage gaps, or training time.
• Own escalation management and ensure timely resolution of escalated buyer matters.
• Monitor real-time queue and staffing conditions; adjust breaks/coverage and flag capacity risks.
• Own day-to-day team performance against service level, response times, abandon rate, quality scores, and customer satisfaction targets.
• Lead team operating rhythms: daily huddles, queue reviews, call coaching, scorecards, and one-on-ones.
• Deliver calibration and quality feedback; document coaching and escalate persistent performance concerns.
• Coach team toward Sr. Buyer Experience Specialist progression using career-path criteria.
• Report issues blocking bidders to product/tech with examples.
• Ensure timely, accurate, professional support on registration, deposits, bidding eligibility, timelines, property information, and next steps.
• Approve changes to support scripts and knowledge base; drive adoption and quality calibration.
• Review drivers and performance data to identify trends and reduce repeat contacts; improve bidder conversion.
• Coordinate with operations, asset management, data, marketing, and product teams to resolve questions and remove friction.
• Support hiring, onboarding, and training materials to retain top performers.

Skills

Inbound support

Supervision

Coaching

CRM

Performance dashboards

Cross-functional

Tools

CRM software

Ticketing systems

Job description

Auction.com is seeking a hands-on Buyer Experience Supervisor to lead a team of inbound support specialists helping prospective buyers register, bid, and transact in distressed property auctions. This working supervisor role covers direct reports and inbound calls during spikes, with focus on service levels and escalation handling.

The ideal candidate has a strong background in inbound support or customer experience, coaching, and performance metrics, and will collaborate with product,