Manager of Customer Support

Rippling, Inc.; United States; Remote; USD 75,000 - 95,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401K

Parental Leave (6 weeks)

Paid Holidays

Life Insurance

Disability Insurance

Pet Insurance

Healthcare/Dependent Care FSA

Job summary

DealerOn is seeking a Manager of Customer Support for a fully remote leadership role. You will mentor and coach a technical team serving DealerOn’s customers, vendors, and OEMs, using data to drive KPI improvements and operational efficiency.

You will collaborate with cross-functional teams to align customer outcomes with business goals, manage escalations, and hire top talent while maintaining strong customer relationships and performance standards.

Qualifications

• Bachelor’s degree in CS/Marketing/PM/Business Admin or equivalent.
• 5+ years of management experience including building and leading teams.
• Excellent communication skills to present complex issues clearly.
• Proven track record of meeting/exceeding metrics, quotas, and KPIs.
• Strong customer service mindset with ability to triage and manage time-sensitive tasks.
• Proficient with Microsoft Office and related business apps.
• Experience with Salesforce/JIRA or similar tracking systems.

Responsibilities

• Holds front line responsibility for a Customer Support team delivering world-class technical support.
• Apply data-driven insights to improve KPIs and drive efficiencies.
• Ensure KPIs and SLAs are understood and implemented by cross-functional teams.
• Act as a change agent to improve tools and processes for support delivery.
• Maintain team accountability for performance metrics and continuous improvement.
• Build strong cross-functional relationships to improve customer experience.
• Provide coaching and mentoring to foster employee growth and satisfaction.
• Encourage process simplification and continuous improvement through leadership.
• Maintain technical depth across the team to meet demand.
• Keep the team informed on products, procedures, and company issues.
• Participate in interviewing and hiring within the department.
• Prioritize and resolve escalated issues and SLA-threshold concerns.
• Understand customer goals and anticipate future needs for online marketing.
• Make quick, informed decisions in fast-moving environments.
• Ensure processes meet specified requirements and standards.
• Manage complex issues with cross-team coordination and clear deadlines.
• Serve as SME and single POC for a specific OEM with stakeholders.
• Address escalations and platform incidents after hours or weekends.

Skills

Leadership

Communication

Data analysis

Customer success

Education

Bachelor's Degree in CS/Marketing/PM/Business Admin or equivalent

Tools

Salesforce

JIRA

Job description

We are an online marketing company providing website and agency services to automotive dealerships across North and South America. We are known for our cutting-edge products that streamline the car buying process and provide an experience both shoppers and dealers love. Our business model is working: we were recognized on the Inc. 5000 list of fastest growing companies six years in a row, expanding to over 30 manufacturer relationship, and over 5,000 dealer partners. We are proud of what our company has done, and it’s all due to the talented and diverse team we’ve been lucky enough to assemble.

Job Description:

The Manager of Customer Support has a technical component that combines a passion for developing and leading teams, solving complex business problems, and ensuring delivery of superior customer support. This role is responsible for being an active mentor and coach, effective operational leader, zealous Voice of the Customer, and a data/process driven change agent. The Manager of Customer Support requires a balanced approach between the customer experience and business needs to achieve business goals and enable overall customer success. This is a 100% remote management level position.

Please note: The schedule for this opportunity would be 12 PM - 9 PM or 1 PM - 10 PM Eastern Time.

Essential Functions:

• Holds “front line” responsibility for managing a Customer Support Team that delivers world class technical support to DealerOn’s customers, 3 rd Party vendors, and Automotive OEMs (Original Equipment Manufacturer), Home or Legal customers.
• Apply principles, systems, tools, and data/analytical insights to sustainably improve key performance metrics (KPIs) and continuously drive operational efficiencies.
• Ensures customer’s KPIs and SLAs are communicated, understood, and implemented by all related cross-functional teams.
• Acts as a change agent as we evolve into a knowledge centric organization by contributing to the improvement of tools and processes that make customer support delivery easier and more efficient.
• Holds team accountable to the departmental performance metrics to assist with continuous improvement.
• Establish strong working relationships with other teams and cross-functional departments to identify opportunities to improve customer experience and drive business results.
• Ensures employee performance is in line with company standards, delivers performance evaluations and provides coaching and mentoring that fosters employee satisfaction and growth.
• Encourages team members to look for opportunities for process simplification and improvements through day-to-day coaching and leadership.
• Ensures depth and breadth of technical skills are maintained across the team to support customer demand.
• Ensures that the team is fully informed of all current information related to products, procedures, customer needs and company-related issues.
• Responsible for participating in the interviewing and hiring process of new employees within the department.
• Prioritize, own, and improve resolution on escalated customer issues and resolve quality concerns such as cases exceeding thresholds in contractual Service Level Agreements (SLAs).
• Understands the customers’ business goals to proactively anticipate future needs as they relate to their website and online marketing.
• Make decisions in a fast-paced, rapidly changing environment. This includes the ability to define, diagnose, and determine an appropriate resolution, recommendation, or decision while considering alternatives and factors (e.g., resources, impact, tradeoffs).
• Knowledge of and the capacity to follow systematic processes of ensuring the products, services, or methodologies meet specified requirements.
• Manage complex customer issues, coordinating appropriate technical personnel, defining workplan, deadlines and driving customer communications until customer has confirmed issue resolution.
• Act as SME and Single POC for a specific OEM and communicate requirements across teams and stakeholders as needed.
• Ability to address customer escalations and/ or platform-wide incidents that may occur after hours or weekends.

Qualifications:

• Bachelor’s Degree in computer science, marketing, project management, business administration, or equivalent program.
• 5+ years previous management experience including building and leading teams
• Excellent communication skills and the ability to present complex technical issues clearly and concisely to a general audience.
• Minimum 5-year record of accomplishment in meeting or exceeding metrics/quotas/KPI’s and receiving positive customer feedback.
• A high degree of customer service skills, technical aptitude, capability to triage, prioritize, and manage time sensitive tasks, while working in an innovative and challenging environment.
• Proficient in Microsoft Office and other business applications
• Experience with Salesforce/JIRA or similar customer and issue tracking systems

Preferred Skills/Experience:

• Previous experience in a Call Center or Help Desk environment.
• Working knowledge of HTML, CSS, and Bootstrap.
• Expert level knowledge of the automotive digital marketing industry or previous experience in legal or law offices.

The targeted salary range for this position is $75,000 - $95,000.

The posted salary range for this position may be adjusted based on job-related factors permitted by law, such as experience and training; internal pay equity; licensure and certifications; market factors; departmental budgets; and responsibility. Our Talent Acquisition Team will be happy to answer any questions.

Perks and Benefits:

Aside from the awesome people you will get to interact with on a daily basis, we offer a number of benefits, including:

• Medical, dental and vision insurance
• Company matched 401K plan
• 6 weeks paid Parental Leave
• 8 Paid National Holidays
• Company-paid basic Life Insurance
• Voluntary supplemental Life Insurance
• Voluntary long-term/short-term disability insurance
• Voluntary Pet Insurance
• Optional Healthcare/Dependent Care FSA Account

DealerOn is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We also participate in E-Verify (for more information, click here: E-Verify Participation and Right to Work ). A successful candidate must pass a background check as a condition of joining the team.