Technical Customer Care Team Lead (Hybrid)

Cox Automotive; Huntsville (AL); Hybrid; USD 74,000 - 111,000; Full time

Benefits offered by this job

Flexible vacation policy

Seven paid holidays

Wellness benefits

Job summary

Cox Automotive's VinSolutions team seeks a Supervisor, Technical Customer Care to guide and coach a designated group of specialists. You will lead daily operations, manage case queues, and ensure high-quality client support aligned with QA standards.

The role requires supervisory experience, strong CRM proficiency, and the ability to drive performance through coaching and development. Hybrid work is available near selected office locations.

Qualifications

• Must have progressively responsible leadership or supervisory experience.
• Demonstrated ability to train, coach and develop staff.
• Strong knowledge of customer care metrics and QA standards.
• Experience with CRM tools and contact center platforms.

Responsibilities

• Provide day-to-day guidance to the VinSolutions team.
• Supervise staff to handle cases and manage queues.
• Engage with customers by phone, email or other means.
• Clarify and ensure understanding of device, platform and network operations.
• Enforce policies and regulatory compliance.
• Monitor performance and enable on-the-job and professional development.
• Review metrics to ensure timely, effective resolutions per SLAs.
• Oversee payroll, timecards, PTO requests, and staffing needs.

Skills

Organizational skills

Project management

Analytical thinking

Customer-centric approach

CRM tools proficiency

Microsoft Office proficiency

Interpersonal skills

Education

High School Diploma or GED

Bachelor's degree (BA/BS)

Master's degree (MS)

Ph.D.

Tools

Genesys Pure Cloud

Salesforce

CRM systems

Job description

Cox Automotive's VinSolutions team seeks a Supervisor, Technical Customer Care to guide and coach a designated group of specialists. You will lead daily operations, manage case queues, and ensure high-quality client support aligned with QA standards.

The role requires supervisory experience, strong CRM proficiency, and the ability to drive performance through coaching and development. Hybrid work is available near selected office locations.