Team Lead Customer Success, Support


(Cambridge, Massachusetts)
Full Time
Job Posting Details
About CarGurus
At CarGurus, we are all about making the online car shopping experience more transparent. We give you the data and information you need to make smart, empowered car shopping decisions.
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.
* Provide daily direction and communication to employees so that customer 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 * Writes and administers 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 has appropriate training and other resources to perform their jobs * Responds to and resolves employee relations issues expressed by team members * Creates and maintains a high-quality work environment so team embers are motivated to perform at their highest level * Addresses disciplinary and/or performance issues according to company policy * Prepares warnings; communications effectively with employees on warnings; and makes effective/appropriate decisions relative to corrective action as required * Uses 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
Ideal Candidate
* 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
Compensation and Working Conditions
Reports to Customer Success Director


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