Supervisor, Technical Customer Care

AutoTrader.com
Atlanta, Burlington
Workplace: HybridFull timeUSD 74,000 - 111,000 annuallyFunction: Customer Support (Service Desk)Experience: 5+ yearsEducation: high_schoolSkills: ["Interpersonal skills","Coaching","Leadership","Organization","Customer-centric approach"]

Lead a team of Technical Customer Care employees supporting Dealertrack DMS, providing day-to-day guidance and supervising case handling and customer communication by phone and email. Ensure adherence to company policies and regulatory requirements, monitor team performance and SLA resolution using metric reports, and drive coaching, training, and performance reviews. Manage payroll, timecards, PTO, and staffing needs for assigned teams while supporting hybrid, client-focused service quality.

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FursaFursa
AutoTrader.com
AutoTrader.com
3 days ago

Supervisor, Technical Customer Care

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live

Job Summary

Lead a team of Technical Customer Care employees supporting Dealertrack DMS, providing day-to-day guidance and supervising case handling and customer communication by phone and email. Ensure adherence to company policies and regulatory requirements, monitor team performance and SLA resolution using metric reports, and drive coaching, training, and performance reviews. Manage payroll, timecards, PTO, and staffing needs for assigned teams while supporting hybrid, client-focused service quality.
Location: Atlanta, Burlington
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Provide day-to-day guidance to assigned Dealertrack DMS Technical Customer Care employees.
  • •Supervise employees handling assigned cases and task queues and engaging with customers via phone, email, or other means.
  • •Clarify and ensure customer understanding of device, platform, and network functionality and operations.
  • •Monitor team performance using metric reports to ensure timely, effective, and efficient resolutions aligned with SLAs.
  • •Perform payroll and timecard review, manage PTO requests, and support staffing requirements for specified teams.
Travel: Low travel

Pay and Benefits

Salary: USD 74,000 - 111,000 annually
Perks:Health InsuranceDentalVision401kPaid Leave

Key Requirements

  • •High school diploma/GED and 5 years’ experience OR BA/BS and 3 years’ experience OR MS and 1-year experience OR Ph.D. and up to 1-year experience.
  • •Three (3) years’ contact center experience required.
  • •Ability to work flexible work hours/schedule.
  • •Proven ability to organize and prioritize daily work and use project management skills.
  • •Strong technical knowledge including Microsoft Office applications and CRM tools; Salesforce case logging/reporting is preferred.
Experience:5+ years
Education:High School
Skills:Interpersonal skillsCoachingLeadershipOrganizationCustomer-centric approach
Tech Stack:Dealertrack DMSMicrosoft OfficeCRM toolsSalesforceGenesys PureCloud

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