Supervisor, Technical Customer Care (VinSolutions)

CAI Cox Automotive Corp Svcs., LLC; Georgia; Hybrid; USD 74,000 - 111,000; Full time

Benefits offered by this job

Health insurance

Flexible vacation

Paid holidays

Wellness program

Job summary

Cox Automotive is seeking a Supervisor, Technical Customer Care to lead a VinSolutions team. The role combines day-to-day guidance with performance reviews, training, and coaching to ensure high-quality client support. Hybrid work is available, with travel limited to trainings and quarterly meetings.

The position requires 5+ years of experience (or 3 years with a BA/BS, or 1 year with MS/PhD) and strong CRM/office tool proficiency. Location options include multiple hybrid offices across the U.S.

Qualifications

• Minimum High School Diploma/GED and 5 years’ experience OR BA/BS and 3 years’ experience OR MS and 1-year experience OR Ph.D. and up to 1-year experience
• Ability to work flexible hours; strong organization and project management skills
• Proficiency with Microsoft Office applications and CRM tools (e.g., Salesforce)
• Excellent interpersonal skills and ability to lead and coach a team

Responsibilities

• Provide day-to-day guidance to assigned employees
• Handle assigned cases and task queues
• Engage with customers by phone, email or other means
• Clarify and ensure customer understanding of device, platform and network functionality
• Enforce company policies and regulatory requirements
• Monitor team performance and development opportunities
• Review metric reports to track performance against SLAs

Skills

Team leadership

Project management

Analytical thinking

Interpersonal skills

Education

High School Diploma/GED

BA/BS

MS

Ph.D.

Tools

Salesforce

Genesys PureCloud

Microsoft Office

Job description

Company Cox Automotive - USA Job Family Group Customer Care Group Job Profile Supervisor, Technical Customer Care Management Level Supervisor Flexible Work Option Hybrid - Ability to work remotely part of the week Travel % Yes, 5% of the time Work Shift Day

Compensation Compensation includes a base salary in the range of $74,000.00 - $111,000.00. The base salary may vary within the anticipated base pay 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 an incentive program.

The Supervisor, Technical Customer Care supports and leads a designated group of Technical Customer Care employees in VinSolutions. The responsibilities include inbound contact management in addition to conducting performance reviews, training, and coaching/development. This role is responsible for leading employees to meet and exceed personal goals, as well as providing the necessary support to ensure each team is delivering excellent support to clients based on quality assurance standards.

What You’ll Do

Provide day-to-day guidance to assigned employees of the VinSolutions team.

• Handle assigned cases and task queues
• Engage with customers, by phone, email or other means
• Clarify and ensure customer understanding of device, platform and network functionality and operations.
• Enforces company policies and ensures adherence to regulatory requirements.
• Monitors team performance and ensures employees receive appropriate on-the-job and professional development opportunities.
• Review metric reports to track team member performance to ensure timely, effective and efficient resolution in keeping with SLAs and other performance requirements.
• Responsible for payroll and timecard review, PTO requests, and staffing requirements for specified teams.

Travel: Occasional travel for training and offsite meetings, approximately once per quarter.

<5% If you are located within a 25-mile radius of an office, this role will be hybrid.

Hybrid locations:

• Atlanta, GA
• Burlington, VT
• Draper, UT
• Exton, PA
• Overland Park, KS

Who You Are

Minimum High School Diploma/GED and 5 years’ experience OR BA/BS and 3 years’ experience OR MS and 1-year experience OR Ph.D. and up to 1-year experience

Ability to work flexible work hours/schedule. Proven ability to organize and prioritize daily work; exercise project management skills. Ability to leverage analytical and customer-centric approaches to set priorities, make decisions, and deliver results. Strong technical knowledge including but not limited to proficiency with Microsoft Office applications and CRM tools. Excellent interpersonal skills with the proven ability to clearly define goals and champion change for the business.

Preferred Software industry knowledge preferred. Automotive industry knowledge preferred. Salesforce CRM case logging and reporting preferred. Experience with interaction distribution systems such as Genesys Pure Cloud. Ability to apply knowledge of the business and/or industry to maximize results, limit risk and effectively contribute to the organization. Proficiency in the ability to effectively develop individuals by setting specific and measurable goals that align with the organization’s purpose and values. Proven track record of leading motivating, developing, and coaching employees; building a high-performance team with demonstrated success and developing and retaining high-performing employees.

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

The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company’s needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members.

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.

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. 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.

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 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.

Application Deadline: 10/13/2026

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.