Tech Customer Care Team Lead — Hybrid

Cox; Atlanta (GA); Hybrid; USD 74,000 - 111,000; Full time

Benefits offered by this job

Parental leave

Paid time off

Paid holidays

Job summary

Cox is seeking a Supervisor, Technical Customer Care to lead a DealerTrack DMS team and ensure high-quality client support. You will guide daily operations, develop staff, and manage performance and payroll while maintaining compliance with policies and SLA expectations.

The role involves hybrid work with in-office presence and occasional travel for training and offsite meetings, across multiple US locations.

Qualifications

• 3 years' Contact Center experience required.
• Strong technical knowledge including MS Office and CRM tools.
• Ability to organize and prioritize daily work; project management skills.
• Excellent interpersonal skills and ability to lead change.

Responsibilities

• Provide day-to-day guidance to assigned employees.
• Supervises employees as they handle cases and queues.
• Engage with customers by phone, email or other means.
• Clarify device/platform functionality and operations for customers.
• Monitor performance and provide development opportunities.
• Review metrics to ensure timely resolution and SLAs.
• Payroll, timecard review, PTO requests, and staffing.

Skills

Contact center experience

Analytical skills

Project management

Customer-focused

CRM tools

Microsoft Office

Education

High School Diploma/GED

BA/BS

MS

Ph.D.

Tools

CRM tools

Genesys Pure Cloud

Salesforce CRM

Job description

Cox is seeking a Supervisor, Technical Customer Care to lead a DealerTrack DMS team and ensure high-quality client support. You will guide daily operations, develop staff, and manage performance and payroll while maintaining compliance with policies and SLA expectations.

The role involves hybrid work with in-office presence and occasional travel for training and offsite meetings, across multiple US locations.