Remote Head of Customer Support and Experience

cars-and-bids-job-board; United States; On-site; USD 110,000 - 130,000; Full time

Job summary

Cars & Bids is hiring a Director of Customer Support to lead our market-leading support team and own the customer experience across high-value vehicle transactions. This hands-on role focuses on metrics, processes, and the long-term vision for the company’s support functions.

You will own the CS organization, design SLAs, drive KPIs, coach the team, and collaborate with product and operations to continuously improve our platform. This is a remote, full-time position with equity and benefits.

Qualifications

• 7+ years of experience owning customer support across channels, especially phone and email.
• Proven experience setting and driving support-related KPIs in a fast-growing startup environment.
• Strong analytical instincts and comfort working directly with support metrics.
• Ability to drive results through influence and leverage, not headcount.
• A deep passion for enthusiast cars and the automotive world.

Responsibilities

• Own our Customer Support organization, strategy, and day-to-day operations across every customer support touchpoint.
• Lead, coach, and develop our Customer Support team, fostering ownership, responsiveness, and continuous improvement.
• Design SLAs and quality standards – and ensure we meet them.
• Develop and be responsible for key support metrics and KPIs across the organization.
• Ensure buyers and sellers receive an exceptional experience throughout high-value vehicle transactions, balancing speed, accuracy, and empathy.
• Own and continuously improve our support technology stack, workflows, automation, and knowledge base.
• Create scalable documentation and knowledge management.
• Serve as the escalation pathway for support issues – and then build a better process.
• Collaborate across teams to improve our platform, tools, and internal processes; partner with product and operations to improve customer experience through product design and upstream processes

Skills

Customer support leadership

KPIs & metrics

Operational excellence

Stakeholder collaboration

Automotive marketplace experience

Job description

Cars & Bids is hiring a Director of Customer Support to lead our market-leading support team and own the customer experience across high-value vehicle transactions. This hands-on role focuses on metrics, processes, and the long-term vision for the company’s support functions.

You will own the CS organization, design SLAs, drive KPIs, coach the team, and collaborate with product and operations to continuously improve our platform. This is a remote, full-time position with equity and benefits.