Customer Success Support Team Leader

Car Gurus Cambridge , MA 02138

Posted 2 months ago

Meet CarGurusthe #1 visited online car shopping website in the US. At CarGurus, we're building the world's most trusted and transparent automotive marketplace where it's easy to find great deals from top-rated dealers.

Founded in 2006 by Langley Steinert (co-founder of TripAdvisor), CarGurus is a technology company with a passion for data and its power to simplify every aspect of the car shopping experience. Using proprietary technology, search algorithms and innovative data analytics, we provide unbiased validation on pricing, dealer reputation and vehicle history.

The Customer Success Team Leader is responsible for ensuring the Customer Success team delivers their best personal and team results. This person will act as a thought leader, coach, mentor, and be responsible for a team of typically 8-10 Customer Success Associates, Specialists, and Senior Specialists. Additionally, this person is responsible for assisting the manager with development, analysis, and implementation of staffing, training, scheduling, and reward/recognition programs.

In most cases this candidate will have a proven track record as an individual contributor within CarGurus and therefore have a thorough understanding of the roles, responsibilities, and best practices within the organization. As a leader within the Customer Success team, this person will be responsible for team performance, quality metrics, and career development for their team. This role reports to the Customer Success Director.

What You'll Do:

  • Provide daily direction and communication to employees so that customers are supported in a timely, efficient, and knowledgeable manner

  • Provide continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency, and service to both internal and external customers

  • Provide statistical and performance feedback and coaching on a regular basis to each team member

  • Actively monitor case flow, prioritizing cases as necessary

  • Write and administer performance reviews for skill improvement

  • Is available for employees who experience work and/or personal problems providing appropriate coaching, counseling, direction, and resolution

  • Ensure employees have appropriate training and other resources to perform their jobs

  • Respond to and resolve employee relations issues expressed by team members

  • Create and maintain a high-quality work environment so team members are motivated to perform at their highest level

  • Address disciplinary and/or performance issues according to company policy

  • Prepare warnings; communicate effectively with employees on warnings; and makes effective/appropriate decisions relative to corrective action as required

  • Use appropriate judgement in upward communication regarding department or employee concerns

  • Thorough understanding of the Customer Success roles which leader will be responsible for delivering results within.

  • Effectively deliver the value proposition of CarGurus while enforcing policies, sharing best practices, and responding to customer's needs with your best judgement

  • Work collaboratively as part of a larger sales and support team by documenting activities and working in concert with other departments and colleagues

Who You Are:

  • 3-5+ years account management/support experience prior to joining CarGurus

  • Passion for Customer Success, specifically support, and value selling

  • Strong ability to problem solve in a timely manner while still delivering the highest customer service

  • Ability to implement and enforce appropriate metrics to better identify impact and effort across the team

  • Outstanding communication and listening ability

  • Strong sense of customer service and engagement

  • Good organizational skills and attention to detail

  • Ability to work independently and exercise good judgement as an empowered individual contributor and the skills required to be an exceptional team leader

  • Salesforce experience a plus

  • Industry experience a plus

  • No expectation of travel required

CarGurus Culture:

At the core of our company culture is a spirit of innovation, curiosity and collaboration. True to our start-up roots, we're nimble, flexible and hardworking. We have a great respect for testing and learning and a healthy aversion to scheduling meetings to discuss meetings. Lunch is catered daily. Gym membership is free. Foosball and ping pong are played often. Now a publicly-traded company, we're as committed as ever to cultivating the culture that got us here.

In addition to the US, CarGurus operates sites in Canada, the UK and Germany with other markets on the horizon. Our offices are located in Cambridge, MA, Detroit, MI and Dublin, Ireland. If you'd like to learn more, please visit our careers page.

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Customer Success Support Team Leader

Car Gurus