Supervisor, Customer Care

AutoTrader.com
Atlanta, United States
Workplace: HybridFull timeUSD 67,100 - 100,700 annuallyFunction: Customer Support (Service Desk)Experience: 4+ yearsEducation: bachelorsSkills: ["Leadership","Coaching","Customer service","Communication","Problem-solving"]

Lead a team of Mobile Service Coordinators supporting Cox Automotive Mobility Fleet Services customers during evening and weekend operating hours. Drive operational excellence through coaching, real-time escalation handling, and performance management across customer satisfaction, response times, quality, productivity, attendance, and service-level delivery. Partner with cross-functional teams to resolve issues, improve processes, and analyze performance trends while ensuring compliance with policies and procedures.

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FursaFursa
AutoTrader.com
AutoTrader.com
1 day ago

Supervisor, Customer Care

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Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live

Job Summary

Lead a team of Mobile Service Coordinators supporting Cox Automotive Mobility Fleet Services customers during evening and weekend operating hours. Drive operational excellence through coaching, real-time escalation handling, and performance management across customer satisfaction, response times, quality, productivity, attendance, and service-level delivery. Partner with cross-functional teams to resolve issues, improve processes, and analyze performance trends while ensuring compliance with policies and procedures.
Location: Atlanta, United States
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Lead, coach, and develop a team of Mobile Service Coordinators, including feedback, mentoring, and performance management.
  • •Manage daily evening and weekend operations, ensuring coverage, workload distribution, and service level achievement.
  • •Monitor and improve team performance metrics such as customer satisfaction, response times, quality, productivity, attendance, and operational effectiveness.
  • •Act as the primary escalation point for customer concerns, service issues, and operational challenges to ensure timely resolution.
  • •Partner with cross-functional teams and analyze operational trends to identify process improvements and efficiencies for better customer experiences.

Pay and Benefits

Salary: USD 67,100 - 100,700 annually
Perks:Health InsuranceDentalVision401kPaid HolidaysPaid LeaveWellness StipendParental Leave

Key Requirements

  • •Bachelor’s degree in a related discipline and 4+ years of experience in customer care, operations, call center, dispatch, logistics, fleet services, or a related field.
  • •Previous leadership or supervisory experience developing high-performing teams.
  • •Strong customer service orientation with a focus on exceptional customer experiences.
  • •Ability to manage multiple priorities in a fast-paced operational environment with attention to detail and quality.
  • •Experience analyzing performance metrics and using data to drive operational decisions and continuous improvement.
Experience:4+ yearsFleet servicesCustomer careCall centerDispatchLogisticsAutomotive operations
Education:Bachelor's in related discipline
Skills:LeadershipCoachingCustomer serviceCommunicationProblem-solving
Tech Stack:Microsoft OfficeWorkforce managementCase management systemsCustomer service systems

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