Remote Product Support & Resolution Lead

Capital One; Richmond (VA); Remote; USD 57,000 - 65,000; Full time

Job summary

Capital One seeks a Product Support & Resolution Principal Ops Coordinator (Empower Dealer Success Team) for a 100% work-from-home role. You will handle dealer resolutions, Dealer Navigator support, call/chat center interactions, product support and billing.

Responsibilities include end-to-end billing and dealer/product support, collaborating with vendors, and driving process improvements while maintaining strong customer service standards.

Qualifications

• 3+ years in customer service or call center roles.
• 2+ years in the financial industry.
• 1+ year using Google Sheets.
• Ability to work remotely with reliable connectivity.

Responsibilities

• Execute E2E (End-to-End) billing support.
• Execute E2E Dealer Navigator and product support - Call/Chat Center with inbound and outbound calls.
• Utilize resources and P&P for onboarding and servicing across all case and task types.
• Establish and foster relationships with EDS vendors - web hosts and inventory aggregators.
• Apply effective time management skills to manage daily workload.
• Investigate issues and apply sound judgment to detect and mitigate product defects, dealer dissatisfaction, and areas of improvement.
• Respond promptly and professionally to internal and external customers and escalate when appropriate.
• Exercise exceptional communication skills to optimize each contact with sales, external vendors, and dealer partners.
• Responsible for continuous improvement of job knowledge by listening and engagement.
• Establish and ensure compliance with departmental standards and processes to increase production and customer satisfaction.
• Closely partner with product teams and provide SME understanding and updates to the team and written documentation.
• Participate in special projects and ad hoc requests as needed.

Skills

Customer service

Call center experience

Financial industry experience

Google Sheets

Education

High School Diploma or equivalent

Tools

JIRA

Salesforce

Job description

Capital One seeks a Product Support & Resolution Principal Ops Coordinator (Empower Dealer Success Team) for a 100% work-from-home role. You will handle dealer resolutions, Dealer Navigator support, call/chat center interactions, product support and billing.

Responsibilities include end-to-end billing and dealer/product support, collaborating with vendors, and driving process improvements while maintaining strong customer service standards.