Lead Customer Care Specialist (Manheim)

CAI Cox Automotive Corp Svcs., LLC; Phoenix (AZ); Hybrid; USD 33,000 - 50,000; Full time

Benefits offered by this job

Health insurance

401(k) retirement plan

Paid time off and holidays

Sick leave, parental leave, flexible/v

Job summary

Cox Automotive leads a Customer Care team to deliver exceptional service across channels. The Lead Customer Care Specialist provides leadership, onboarding, and advanced technical support, including fraud-related escalations, while driving ongoing process improvements.

You will collaborate with Product, Engineering, QA, and Workforce Management to optimize tools, training, and AI-powered interactions, ensuring high-quality customer experiences and measurable performance results.

Qualifications

• High School Diploma/GED with 7 years’ related experience, or alternative combination with higher degree and 5+ years.
• Extensive customer service experience.
• Requires advanced job proficiency through training and broad-based experience.
• Clear and persuasive communication; documents activities.

Responsibilities

• Lead, coach, and develop Customer Care Specialists to meet performance goals and quality standards.
• Conduct onboarding and ongoing training; foster empowerment and accountability.
• Provide advanced technical support and resolve complex/fraud-related inquiries.
• Perform root cause analysis and implement sustainable solutions.
• Analyze customer feedback and trends to identify improvement opportunities.
• Lead process improvement initiatives with cross-functional teams.
• Leverage AI tools to streamline interactions and train the team.
• Train team on AI tools and monitor performance for enhancements.
• Serve as liaison between Customer Care, WFM, QA and other departments.

Skills

Leadership

Coaching

Technical support

Root cause analysis

Process improvement

AI tools

Training

Cross-functional collaboration

Documentation

Education

High School Diploma/GED or higher with related experience

Tools

Genesys PureCloud

Chatbots

SMS automation

Medallia

Job description

Job Summary

Company Cox Automotive - USA Job Family Group Customer Care Group Job Profile Lead Customer Care Specialist Management Level Individual Contributor Flexible Work Option Hybrid - Ability to work remotely part of the week Travel % No Work Shift Day Compensation

Hourly base pay rate is $24.23 - $36.35/hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program.

Job Description

The Lead Customer Care Specialist provides leadership and operational support to a team of Customer Care Specialists, ensuring exceptional customer experience across all contact channels. This role combines advanced technical support, and continuous improvement responsibilities. The Team Lead serves as the first point of contact for frontline agents, resolves complex escalations, and partners with cross-functional teams to enhance processes, tools, and training.

PRIMARY DUTIES/KEY RESPONSIBILITES

• Lead, coach, and develop Customer Care Specialists to achieve performance goals and quality standards.
• Conduct onboarding and ongoing training sessions; foster a culture of empowerment, accountability, and customer focus.
• Provide advanced technical support and resolve complex or unique customer inquiries, including fraud-related escalations.
• Perform root cause analysis and implement sustainable solutions for recurring issues.
• Analyze customer feedback (e.g., Medallia surveys) and operational trends to identify improvement opportunities.
• Define and lead process improvement initiatives in collaboration with Product, Engineering, QA, and Workforce Management.
• Leverage and optimize AI-powered tools (chatbots, SMS automation, Genesys PureCloud) to streamline interactions.
• Train team members on effective use of AI tools; monitor performance and provide feedback for enhancements.
• Serve as liaison between Customer Care, WFM, QA, and other departments to ensure seamless service delivery.
• Maintain accurate documentation and reporting of customer interactions and team performance metrics.
• Perform related duties as assigned by the supervisor.

REQUIRED EXPERIENCE & SPECIALIZED KNOWLEDGE AND SKILLS

• High School Diploma/GED and 7 years’ experience in a related field.
• OR the right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline and 5 years’ experience OR 9 years’ experience in a related field May require technical certification or associate degree.
• Extensive customer service experience.
• Requires advanced job proficiency gained through job-related training and broad-based experience.
• Speaks clearly and persuasively in both positive and negative situations; listens and gets clarification; responds well to questions.
• Ability to write clearly and effectively and document activities.
• Teamwork – Balances team and individual responsibilities; exhibits objectivity and openness to others’ views; gives and welcomes feedback; puts success of team above own interests; able to build morale and group commitments to goals and objectives.
• Independently handles high-level, complex assignments.

Drug Testing

To be employed in this role, you’ll need to clear a pre-employment drug test. Cox Automotive does not currently administer a pre-employment drug test for marijuana for this position. However, we are a drug-free workplace, so the possession, use or being under the influence of drugs illegal under federal or state law during work hours, on company property and/or in company vehicles is prohibited.

Benefits

• Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year.
• Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
• Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO).

For more details on what benefits you may be offered, visit our benefits page.

About Us

Through groundbreaking technology and a commitment to stellar experiences for drivers and dealers alike, Cox Automotive employees are transforming the way the world buys, owns, sells – or simply uses – cars. Cox Automotive employees get to work on iconic consumer brands like Autotrader and Kelley Blue Book and industry-leading dealer-facing companies like vAuto and Manheim, all while enjoying the people-centered atmosphere that is central to our life at Cox.

Cox brings together the world’s greatest minds to help breathe life into new possibilities – and drive innovation for a better future. That’s why we look for individuals who share our pioneering spirit, have imaginative ideas and are fearless when it comes to tackling the world’s biggest challenges. Our people love technology – and they love making a difference. They have a passion for finding new solutions and working with brilliant colleagues. Every day they dedicate themselves to a huge range of exciting projects, contributing to the Cox vision around the globe. From engineering new sustainability solutions that conserve water and energy to creating the infrastructure for the smart cities of tomorrow, there’s no challenge too great for our pioneers. And there’s no shortage of opportunities for you to make a difference. Come and experience the dynamic, collaborative and creative environments where your ideas are welcome and new discoveries are waiting. To help you grow to your full potential, we strive to support our employees in their career aspirations and promote the freedom to explore new horizons.

Equal Employment Opportunity Statements

Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.

EOE, including disability/vets

Work Authorization

Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.

No OPT, CPT, STEM/OPT or visa sponsorship now or in future.