Lead Customer Care Specialist (Manheim)

AutoTrader.com
Phoenix, Atlanta
Workplace: HybridFull timeUSD 24.23 - 36.35 hourlyFunction: Customer Support (Service Desk)Experience: 5+ yearsEducation: high_schoolSkills: ["Coaching","Customer focus","Root cause analysis","Process improvement","Written communication"]

Lead a team of Customer Care Specialists and drive exceptional customer experience across contact channels. Serve as the first point of contact for frontline agents, resolving complex and fraud-related escalations while performing root-cause analysis and continuous improvements. Use AI-enabled tools such as chatbots, SMS automation, and Genesys PureCloud to streamline interactions, and partner with Product, Engineering, QA, and Workforce Management to improve processes, training, and service delivery.

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FursaFursa
AutoTrader.com
AutoTrader.com
1 week ago

Lead Customer Care Specialist (Manheim)

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Lead a team of Customer Care Specialists and drive exceptional customer experience across contact channels. Serve as the first point of contact for frontline agents, resolving complex and fraud-related escalations while performing root-cause analysis and continuous improvements. Use AI-enabled tools such as chatbots, SMS automation, and Genesys PureCloud to streamline interactions, and partner with Product, Engineering, QA, and Workforce Management to improve processes, training, and service delivery.
Location: Phoenix, Atlanta
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Lead, coach, and develop Customer Care Specialists to achieve performance goals and quality standards.
  • •Conduct onboarding and ongoing training; foster empowerment, accountability, and customer focus.
  • •Provide advanced technical support and resolve complex or unique customer inquiries, including fraud-related escalations.
  • •Perform root cause analysis and implement sustainable solutions for recurring issues; analyze customer feedback and operational trends to drive improvements.
  • •Leverage AI-powered tools (chatbots, SMS automation, Genesys PureCloud), train the team on their use, and collaborate with Product, Engineering, QA, and Workforce Management to improve processes and service delivery.

Pay and Benefits

Salary: USD 24.23 - 36.35 hourly
Perks:Health InsuranceDentalVision401kPaid LeavePaid HolidaysParental Leave

Key Requirements

  • •High School Diploma/GED and 7 years’ experience in a related field (or an equivalent combination such as 5 years’ experience with a degree/certification, or 9 years’ experience).
  • •Extensive customer service experience and advanced job proficiency gained through job-related training and broad-based experience.
  • •Ability to handle high-level, complex assignments independently.
  • •Excellent communication skills, including speaking clearly and persuasively, listening/clarifying, and writing/documenting activities effectively.
  • •May require technical certification or an associate degree.
Experience:5+ years
Education:High School
Skills:CoachingCustomer focusRoot cause analysisProcess improvementWritten communication
Tech Stack:Genesys PureCloudChatbotsSMS automationMedalliaWFMQA

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

AutoTrader.com
Operates a leading online marketplace for buying and selling new and used vehicles, connecting consumers, dealers, and automotive service providers with vehicle listings, pricing tools, reviews, and financing resources.
Industry: Online Marketplaces
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: Atlanta, United States
Founded: 1997
WebsiteLinkedIn