Team Lead, Customer Support

RouteOne; Farmington Hills, Northern (MI, KY); Hybrid; USD 90,000 - 120,000; Full time

Job summary

RouteOne is seeking a Team Lead, Customer Support in Farmington Hills, MI to oversee the Menu Operations Support team and ensure exceptional service across the RouteOne ecosystem.

You will manage daily call-center activities, define metrics, and drive training to keep knowledge current on RouteOne products and services. The role requires strong communication, problem solving, and a results-driven mindset.

Qualifications

• Lead daily activities of Menu Operations Support team to meet SLAs.
• Define performance measures and translate objectives for each team member.
• Define robust training plans to ensure team knowledge of RouteOne products, tools, services, and customers.
• Identify and implement optimized structures, workflow, and solutions to aid teams.
• Mentor and lead team members, outlining plans for growth and development.

Responsibilities

• Oversee daily operation of customer support functions and ensure timely issue resolution.
• Escalate complex issues in a timely manner and coordinate with partner teams.
• Analyze data and present findings to stakeholders to improve customer service.

Skills

Team leadership

Customer support

Analytical thinking

Communication skills

Tools

Salesforce

Pendo

Tableau

Excel

Visio

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Full-time Regular Farmington Hills, MI, US

30+ days ago Requisition ID: 1513

The role of the Team Lead, Customer Support is to ensure that customer issues are resolved in a timely, efficient, and optimized manner across the RouteOne ecosystem. This includes ensuring that RouteOne provides exemplary service to our customers through daily oversight of the Customer Support call center and ongoing case handling. Responsibilities include troubleshooting and escalating customer issues with RouteOne products and services, working to ensure issue resolution for dealers, interacting with expanded RouteOne partners and stakeholder teams to ensure resolution, and acting as subject matter expert on RouteOne products and services. This role requires exceptional communication skills, the ability to focus and direct solutions to problems, strong analytical abilities, and exceptional attention to detail and follow-through.

Job Requirements

• Lead daily activities of Menu Operations Support team, adhering to established SLAs, monitoring team performance and providing support to team members to achieve their goals and support RouteOne’s customers.
• Define key performance measures for the team and translate objectives for each team member to achieve those desired results.
• Define robust and repeatable training plans to ensure that team members have thorough and ongoing knowledge of RouteOne products, tools, services, and customers.
• Work with teams to identify and implement optimized structures, workflow, and solutions to aid them in achieving their goals.
• Serve as mentor and leader to team members, helping them develop in their roles as RouteOne professionals and outlining plans for them to grow in their career over time.
• Lead efforts to identify ongoing technology needs for RouteOne Menu Operations Support.
• Analyze, organize, and present the data necessary for broader stakeholder groups to understand Menu Operations Support performance and needs, and improve overall RouteOne customer service where necessary.
• Participate in “On Call” rotation with the Business Operations Team, serving as an escalation point for critical issues when necessary.
• Work closely with peer Managers in Business Operations to support overall department, continually identifying mechanisms to improve performance and advance employee well-being.
• Maintain safety, security, and privacy standards throughout all areas of responsibility.

Knowledge

• Proven experience in overseeing operational activities and customer support functions at a high performing technology company.
• Prior experience managing large teams in a fast paced, remote/hybrid work environment.
• Subject Matter Expertise on RouteOne’s suite of products and services and how they function to deliver great experiences for our customers (this knowledge will be gained on the job through training, etc.).
• Proven ability to consult, guide, and implement innovation across business and technical processes.
• Knowledge of Auto dealership technology, processes and financing products preferred but not required.

Skills

• Experience with Service Desk and Call Center technology, Salesforce, Pendo, etc.
• Strong analytical skills and familiarity with various data and reporting suites (e.g., Excel, Tableau, Salesforce, internal system reporting resources).
• Proficient in Microsoft Office products, including but not limited to: Microsoft Word, PowerPoint, Excel, Outlook, and Visio.

Abilities

• Excellent interpersonal, written, and oral communications skills.
• Excellent attention to detail.
• Strong organizational and analytical skills.
• Ability to multi-task and support multiple threads of customer support at one time.
• Disciplined, independent worker with professional demeanor.
• Ability to work independently or in a collaborative team environment, think critically and problem solve, learn new technologies, and adapt to change.
• Ability to identify business challenges in need of solutions and lead efforts to define and implement solutions to those challenges/needs.
• Successful relationship builder within and across organizations.
• Excellent verbal and written communication skills.
• Excellent presentation skills for both creation and presentation.
• Thrives in a fast-paced, evolving environment.

Other Essential Requirements

• 5+ years of experience.
• Extended and flexible hours may be required at times as this is a Business Operations leadership role.
• Prior experience in automotive retail finance or other related consumer finance experience is a plus.