Technical Customer Care Supervisor - Hybrid Lead & Develop

Cox

Exton (PA)

Hybrid

USD 74,000 - 111,000

Full time

3 days ago

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Benefits offered by this job

Paid time off

Paid holidays

Wellness benefits

Bereavement leave

Time off to vote

Jury duty leave

Volunteer time off

Military leave

Parental leave

Job summary

Cox is seeking a Supervisor, Technical Customer Care in a hybrid role based near Exton, PA. You will lead a designated group of Technical Customer Care employees, guiding day-to-day operations and ensuring high-quality client support across channels.

The role involves coaching, performance reviews, and development opportunities, with a focus on meeting SLAs and quality standards. Travel is occasional, and the position pays a base salary with potential incentives.

Qualifications

Three years' Contact Center experience required.
Ability to work flexible work hours/schedule.
Proven ability to organize and prioritize daily work; exercise project management skills.
Proficiency with Microsoft Office applications and CRM tools.
Excellent interpersonal skills with the proven ability to clearly define goals and champion change.

Responsibilities

Provide day-to-day guidance to assigned employees of the DealerTrack DMS team.
Supervises employees during handling of cases and queues.
Engage with customers by phone, email, or other means.
Clarify and ensure customer understanding of device, platform and network functionality.
Enforces company policies and regulatory requirements.
Monitor team performance and provide on-the-job and professional development.
Review metric reports to track performance and SLA adherence.
Oversee payroll, timecards, PTO requests, and staffing for teams.