Lead, Customer Support (Dealer Relations & Remarketing)

Who We Are:
At OPENLANE we make wholesale easy so our customers can be more successful.

We’re a technology company building the world’s most advanced—and uncomplicated—digital marketplace for used vehicles.
We’re a data company helping customers buy and sell smarter with clear, actionable insights they can understand and use.
And we’re an innovation company accelerating the future of wholesale remarketing through curiosity, collaboration, and an entrepreneurial spirit.

Our Values:
Driven Waybuilders. We pursue challenges that inspire us to build, create, and innovate.
Relentless Curiosity. We seek to understand and improve our customers’ experience.
Smart Risk-Taking. We transform risk into progress through data, experience, and intuition.
Fearless Ownership. We deliver what we promise and learn along the way.

What We Offer:

• Competitive Pay

• Mandatory Benefits: SSS, PhilHealth, Pag-IBIG

• 13th month pay

• Paid Vacation and Sick Leave

• Birthday Leave

• HMO (available 2 months from start date)

• SSS Maternity and Paternity Leave

Why Join Us?
Opportunities to expand your skill set and share your knowledge across a publicly traded, global organization
Company culture of internal promotions, diverse career paths, and meaningful

Team Lead, Customer Support

The Team Lead will oversee the day-to-day operations of the OPENLANE Shared Services operations team, ensuring customers calls are answered promptly and with top-of-the-line customer service.  They will work with leadership to ensure new objectives, enhancements, and other business needs are interpreted to the team. They are responsible for overseeing day-to-day operations, assisting Representatives as needed, and directing company objectives. 

Key Responsibilities: 

• Act as representative of GSS Customer Support team in inter-departmental meetings and liaison to internal business units.

• Be the voice of the Customer Support team and our customers, recommending changes based on customer feedback, working with leadership to discuss opportunities.

• Work with development and operations teams to design, build, and test process improvements for the department.

• Train on all products, services, and enhancements.

• Analyze and decipher phone call reporting to interpret business impact, working with the Customer Support Specialist on improvements if necessary.

• Monitor phone queue to ensure prompt service to our customers.

• Handles escalated customer contact by researching the issue and working with representatives to discuss resolution.

• Provide excellent customer service and offer options to improve caller experience.

• Maintain and promote positive employee relations and morale by practicing sound leadership and human relations principles to always promote teamwork. Set a good personal example of attitude and performance.

• Use data to recommend options to improve daily team tasks and overall department process.

• Other projects and tasks as assigned.

Education and Qualification Requirements:  

• Degree or equivalent experience required

• 5 years of experience in customer service or problem resolution required

• Strong written and verbal communication skills.

• Experience with Microsoft applications, google applications.

• Conflict resolution and customer service skills required.

• Ability to multitask and prioritize.

• Deep knowledge about relevant Sales and Customer Relation processes, tools and working methods

• Knowledge about change management

• Ability to take responsibility and delegate when necessary

• Ability to find solutions for customers and operational issues

• Passion for customer support and customer satisfaction

• Driven by achieving success and development through people

• Prior experience in leadership role strongly preferred

• Years of call center supervisory experience or other comparable positions with leadership experience

Sound like a match? Apply Now - We can't wait to hear from you!