(Internal Only) Team Lead, Kia

WarrCloud, Inc; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

WarrCloud is seeking a Team Lead to guide a Warranty Specialists team, providing day-to-day coaching and operational oversight to achieve service excellence.

You will manage workload distribution, drive performance with clear expectations, and collaborate with Product Management and Sales on platform implementations.

The role emphasizes strong communication, hands-on mentorship, and a culture of accountability to ensure accurate billing and high customer satisfaction.

Qualifications

• Prior experience as a Warranty Specialist
• Strong communication skills and professional writing
• Desire to find solutions
• Strong sense of self awareness and people management skills
• Technology skills to utilize WarrCloud Platform, DMS systems, and OEM-based software

Responsibilities

• Provide day-to-day leadership, coaching, and oversight to Warranty Specialists
• Participate in interviewing and selecting talent
• Review and evaluate team performance and talent
• Manage workload distribution and scheduling to ensure coverage
• Review accounts weekly for accuracy, efficiency, and productivity
• Verify end-of-month billing and escalate issues as needed
• Serve as second-tier support for client escalations
• Collaborate with Product and Development to prioritize platform implementations

Skills

Team leadership

People management

Communication skills

Coaching

Performance management

Operational oversight

Tools

WarrCloud Platform

DMS systems

OEM-based software

Job description

The Team Lead provides day-to-day leadership, coaching, and operational oversight to a team of Warranty Specialists to achieve operational excellence. As a technical subject matter expert, you will oversee workload distribution, drive performance management through clear expectations and accountability, and foster team development. By ensuring accuracy and efficiency in account oversight, the Lead Admin plays a critical role in maintaining high standards of service and ensuring overall client satisfaction.

Key Responsibilities

Leadership & People Management

Lead a team of Warranty Administrators by providing guidance and support on a daily basis

Participate in interviewing and selecting talent

Reviewing, developing, and evaluating talent

Lead a culture of accountability through clear expectations and performance management (listen, observe, recognize, and coach on critical behaviors)

Model, train, and coach expectations to deliver the service standard

Proactively coach employees as needed

Keep the team motivated

Scheduling Warranty Administrators and ensuring there is coverage/back-up

Operational Oversight & Account Management

Review, monitor, and adjust accounts and workload as needed, ensuring the accuracy, efficiency, and productivity of all team members

Review each admin’s accounts on a weekly basis

Verifying EOM billing

Serve as second-tier support for client escalations from Warranty Administrators

Demonstrate a service culture that prioritizes customer satisfaction

Technical Expertise & Collaboration

Serve as an OEM and technical subject matter expert

Maintain OEM training and/or certification, if applicable

Engage with Product Management and Development to prioritize accounts for implementation on the Platform and Chirp

Participate in Sales calls and Kickoff meetings

Additional Information

Applicants who advance in the selection process will be asked to complete the Culture Index survey as part of our evaluation. Completion of this step is required for further consideration.

Requirements

What You Need for This Position

Prior experience as a Warranty Specialist

A passion for people

Strong communication skills and professional writing skills

A desire to find solutions

Strong sense of self awareness and people management skills

Technology skills to utilize the WarrCloud Platform, various DMS systems, and OEM-based software

Current WarrCloud employees who apply for this position must also demonstrate that they have mastered the "Recipe for Success" tools and principles. This will be done through a live skills demonstration during the job interview.

Nice to Have

• Previous management or leadership experience

Sounds like your next step?

Meet the team

WarrCloud

WarrCloud is a warranty management platform that serves OEMs and dealers in the automotive and equipment industries. The company provides software solutions for managing warranty claims, billing, and customer satisfaction through their proprietary WarrCloud Platform and Chirp system. They employ Warranty Specialists and Administrators who manage client accounts and ensure accurate, efficient processing of warranty-related operations. The company emphasizes service culture, technical expertise in OEM systems, and integration with various DMS (Dealer Management Systems) and OEM-based software.