Customer Support Supervisor

Openlane
Indiana
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Experience: 5+ yearsEducation: bachelorsSkills: ["Customer focus","Communication","Leadership","Mentorship","Accountability"]

Lead a customer-obsessed Customer Support team responsible for handling inquiries and resolving escalated issues both internally and externally. Partner across departments to drive the best customer experience, manage workforce and timekeeping, and track performance via KPIs. Establish streamlined processes to improve accuracy and efficiency, mentor specialists using deep product and contact center knowledge, and continuously provide feedback on customer support improvements. Use tools and platforms to support service operations.

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FursaFursa
Openlane
Openlane
12 hours ago

Customer Support Supervisor

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live
Reposted: similar role first listed 2 days ago

Job Summary

Lead a customer-obsessed Customer Support team responsible for handling inquiries and resolving escalated issues both internally and externally. Partner across departments to drive the best customer experience, manage workforce and timekeeping, and track performance via KPIs. Establish streamlined processes to improve accuracy and efficiency, mentor specialists using deep product and contact center knowledge, and continuously provide feedback on customer support improvements. Use tools and platforms to support service operations.
Location: Indiana
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Lead the customer support team for customer inquiries and issue resolution.
  • •Partner across departments to resolve escalations in a way that improves customer experience.
  • •Manage workforce/time cards and report on team performance to management.
  • •Handle escalated customer issues and establish/manage KPIs for the team.
  • •Create streamlined processes and provide ongoing feedback to improve support and functionality impacting transactions.

Pay and Benefits

Perks:Health InsuranceDentalVision401kPaid LeaveHsaFsaLife Insurance

Key Requirements

  • •Bachelor's degree or equivalent work experience.
  • •5+ years of customer support/contact center experience.
  • •1+ year of leadership experience to inspire and lead a customer support team.
  • •Excellent verbal and written communication skills for diverse audiences.
  • •Strong understanding of products/services and contact center operations procedures and tools (including mentorship).
Experience:5+ years
Education:Bachelor's
Skills:Customer focusCommunicationLeadershipMentorshipAccountability
Tech Stack:Five9Google DriveDocsSheetsSlides

Company Brief

Openlane
Operates an online wholesale vehicle auction and digital remarketing platform serving dealerships, fleet owners, and financial institutions to buy and sell used vehicles via live and online auction services.
Industry: Online Marketplaces
Company Size: Large (251 to 1,000 employees)
Growth: Established Company
Headquarters: Atlanta, United States
Founded: 1999
WebsiteLinkedIn