Customer Support Manager

DealerOn

. Manage a Customer Support Team delivering technical support to DealerOn customers, third-party vendors, automotive OEMs, and home or legal customers .

Posted 9/19/2026full-timeRemote • United StatesMid-LevelSenior💰 $75,000 - $95,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership in managing customer support teams, with a focus on improving KPIs and operational efficiencies. Possesses technical aptitude and excellent communication skills to effectively address customer needs and enhance the customer experience.

Highest-signal resume keywords

Team ManagementKPI ImprovementCustomer Service SkillsTechnical AptitudeSalesforce/JIRA Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

HTMLCSSBootstrapData AnalysisPerformance EvaluationTime ManagementTechnical SupportCustomer Issue ResolutionProject ManagementBusiness Administration

Soft Skills

Excellent CommunicationCoachingMentoringRelationship BuildingProblem Solving

Tools & Technologies

Microsoft OfficeSalesforceJIRACustomer Tracking Systems

Industry Keywords

Automotive Digital MarketingCall CenterHelp DeskCustomer KPIsSLA Management

Tech Stack

Tools & technologies

Bootstrap

About the role

Key responsibilities & impact

Manage a Customer Support Team delivering technical support to DealerOn customers, third-party vendors, automotive OEMs, and home or legal customers
Improve KPIs and operational efficiencies using systems, tools, and data/analytical insights
Communicate and implement customer KPIs and SLAs across cross-functional teams
Improve tools and processes to make customer support delivery easier and more efficient
Hold the team accountable to departmental performance metrics
Build relationships with cross-functional departments to improve customer experience and business results
Conduct performance evaluations and provide coaching and mentoring
Maintain the team’s technical skills to support customer demand
Keep the team informed about products, procedures, customer needs, and company issues
Participate in interviewing and hiring new department employees
Own and improve resolution of escalated customer issues and SLA quality concerns
Anticipate customer needs related to websites and online marketing
Manage complex customer issues by coordinating technical personnel, defining workplans and deadlines, and driving customer communications through resolution
Act as subject matter expert and single point of contact for a specific OEM
Address customer escalations and platform-wide incidents after hours or weekends

Requirements

What you’ll need

Bachelor’s Degree in computer science, marketing, project management, business administration, or equivalent program
5+ years previous management experience including building and leading teams
Excellent communication skills and ability to present complex technical issues clearly and concisely to a general audience
Minimum 5-year record of accomplishment in meeting or exceeding metrics/quotas/KPIs and receiving positive customer feedback
High degree of customer service skills and technical aptitude
Capability to triage, prioritize, and manage time-sensitive tasks in an innovative and challenging environment
Proficient in Microsoft Office and other business applications
Experience with Salesforce/JIRA or similar customer and issue tracking systems
Previous experience in a Call Center or Help Desk environment preferred
Working knowledge of HTML, CSS, and Bootstrap preferred
Expert-level knowledge of the automotive digital marketing industry or previous experience in legal or law offices preferred
Ability to address customer escalations and/or platform-wide incidents after hours or weekends
Successful candidate must pass a background check as a condition of joining the team

Benefits

Comp & perks

Medical, dental and vision insurance
Company matched 401K plan
Flexible PTO + Sick Leave
6 weeks paid Parental Leave
8 Paid National Holidays
Company-paid basic Life Insurance
Voluntary supplemental Life Insurance
Voluntary long-term/short-term disability insurance
Voluntary Pet Insurance
Optional Healthcare/Dependent Care FSA Account