Supervisor, Technical Customer Care

About the role

The Supervisor, Technical Customer Care leads a designated group of Technical Customer Care employees in Dealertrack DMS. The role provides day‑to‑day guidance, conducts performance reviews, training, and coaching, and ensures the team delivers excellent support to clients in line with quality‑assurance standards. This is a hybrid position (2 days in‑office per week). Candidates must reside in or near one of the following locations: Atlanta, GA; Burlington, VT; Draper, UT; Exeter, PA; Overland Park, KS.

Responsibilities

• Provide day‑to‑day guidance to assigned employees of the DealerTrack DMS team.
• Supervise employees as they handle assigned cases and task queues.
• Engage with customers by phone, email, or other means and clarify device, platform, and network functionality.
• Enforce company policies and ensure adherence to regulatory requirements.
• Monitor team performance and provide on‑the‑job and professional development opportunities.
• Review metric reports to track performance and ensure timely, effective resolution in keeping with SLAs.
• Oversee payroll and timecard review, PTO requests, and staffing requirements for specified teams.
• Occasional travel for training and off‑site meetings (approximately once per quarter).

Requirements

• Minimum education and experience: High School Diploma/GED + 5 years, or BA/BS + 3 years, or MS + 1 year, or Ph.D. + up to 1 year.
• Three (3) years of Contact Center experience.
• Ability to work flexible hours/schedule.
• Strong organizational and project‑management skills.
• Analytical and customer‑centric approach to set priorities, make decisions, and deliver results.
• Technical proficiency with Microsoft Office and CRM tools.
• Excellent interpersonal skills; ability to define goals and champion change.
• Preferred: software industry knowledge, automotive industry knowledge, Salesforce CRM case logging and reporting.
• Experience with interaction distribution systems such as Genesys Pure Cloud.
• Ability to apply business/industry knowledge to maximize results and limit risk.
• Proven ability to develop individuals by setting measurable goals aligned with organizational purpose and values.
• Track record of leading, motivating, developing, and retaining high‑performing teams.

Pay

Base salary range: $74,000 – $111,000 per year. Salary may vary based on location and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional incentive compensation.

Benefits

• Flexible paid vacation, subject to duties, company needs, and obligations.
• Seven paid holidays per calendar year.
• Up to 160 hours of paid wellness benefits annually for the employee or family members.
• Additional paid time off: bereavement leave, voting leave, jury duty leave, volunteer time off, military leave, and parental leave.