Technical Customer Care Team Lead (Hybrid)

Cox Automotive; Exton (PA); Hybrid; USD 74,000 - 111,000; Full time

Benefits offered by this job

Flexible vacation policy

Paid holidays

Wellness benefit

Bereavement leave

Time off to vote

Jury duty leave

Volunteer time off

Military leave

Parental leave

Job summary

Cox Automotive is seeking a Supervisor for Technical Customer Care in the Dealertrack DMS group. The role leads a designated team, guides performance, and ensures high-quality client support.

It involves oversight of cases, coaching, and development, with a focus on meeting SLAs and quality standards. The position is hybrid with in-office presence two days per week, in Exton, PA, and occasional travel for training.

Qualifications

• Must have 3 years of Contact Center experience.
• Proficient with Microsoft Office applications and CRM tools.
• Ability to organize and prioritize daily work; exhibit project management skills.
• Strong interpersonal skills and customer-centric approach.

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 and ensure understanding of device, platform and network functionality.
• Enforce company policies and regulatory requirements.

Skills

Contact Center experience

CRM tools

Microsoft Office

Interpersonal skills

Analytical thinking

Education

High School Diploma or GED

Bachelor's degree (BA/BS)

Master's degree (MS)

Ph.D.

Tools

Genesys Pure Cloud

Salesforce CRM

Job description

Cox Automotive is seeking a Supervisor for Technical Customer Care in the Dealertrack DMS group. The role leads a designated team, guides performance, and ensures high-quality client support.

It involves oversight of cases, coaching, and development, with a focus on meeting SLAs and quality standards. The position is hybrid with in-office presence two days per week, in Exton, PA, and occasional travel for training.