Telematics Customer Support Lead

Carrier Global Corporation; Georgia (VT); Remote; USD 90,000 - 158,000; Full time

Job summary

An established industry player is seeking a dynamic professional to enhance customer success within their innovative Lynx Fleet team. This role is pivotal in driving product expertise and managing customer issues, ensuring a seamless experience for various sectors including trucking and leasing. With a focus on team development and data-driven decision-making, you will play a crucial role in shaping the future of intelligent climate solutions. If you have a proven track record in customer success and a passion for problem-solving, this opportunity offers the chance to make a significant impact in a supportive and collaborative environment.

Qualifications

• 6+ years in customer success or support roles.
• Experience with technical products and solutions-oriented approach.

Responsibilities

• Manage customer issues and escalations effectively.
• Mentor commercial and support teams for development.
• Establish KPIs to enhance customer experience.

Skills

Customer Success Management

Account Management

Problem-Solving

Stakeholder Communication

Education

Bachelor’s Degree

Tools

Salesforce Case Management

Job description

Country:

United States of America

Location:

CAGAO: Carrier-Home Georgia Remote Location, Remote City, GA, 30303 USA

Carrier Global Corporation, a global leader in intelligent climate and energy solutions, is committed to creating solutions that matter for people and our planet for generations to come. From the beginning, we've led in inventing new technologies and entirely new industries. Today, we continue to lead because we have a world-class, diverse workforce that puts the customer at the center of everything we do. For more information, visit corporate.carrier.com or follow Carrier on social media at @Carrier.

About the role:

This role will be highly visible in the Truck Trailer Americas organization and has the ability to scale up in relation to our commercial success. The successful growth of the support function within the Lynx Fleet team is paramount to the success of our product.

Role Responsibilities:

1. Display Product Expertise: Deeply understand the Lynx Fleet platform’s capabilities and explain them to various segments including, but not limited to, over-the-road truck, rail, food & grocery, and leasing companies.

2. Issues Resolution: Manage the customer issues intake funnel that directs issues and escalations, as required, to the appropriate teams for resolution.

3. Team Development: Serve as a mentor to the wider commercial and support teams, both within Lynx and our business units.

4. Data & KPIs: Establish and implement a robust set of KPIs to drive decision-making that improves customer experience and product quality.

5. Feedback Loop: Conduct reviews to accelerate the closure of support cases and identify case-handling issues by providing direct feedback to engineers and management.

Basic Qualifications:

• Bachelor’s degree.

Experience:

• 6+ years of experience in a senior customer success, account management, or support role.

Preferred Qualifications:

• Experience with Salesforce Case Management.

• Experience supporting or working with technical products.

• Solutions-oriented with strong problem-solving skills.

• Proven track record of building trust and communicating effectively with stakeholders including executives, Product and Engineering leadership, and software users.

• Diplomacy, tact, and poise under pressure when working through customer issues.

LI# Remote

RSRCAR

Pay Range:

$90,263 - $157,959 annually

Equal Opportunity Statement: Carrier is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status. Carrier provides affirmative action in employment for qualified individuals with disabilities and protected veterans in accordance with applicable laws.

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