Car Wars · 21 hours ago
Support Manager
Dallas, TX
Full-time
Onsite
Mid, Senior Level
5+ years expCar Wars is dedicated to helping people grow and improve through innovative software solutions. As a Support Manager, you will lead the customer support team, ensuring users receive excellent support while developing team members and improving support processes.
Artificial Intelligence (AI)Machine Learning
Responsibilities
Lead and mentor a team of support agents
Monitor support metrics (CSAT, response time, resolution time, etc.) and drive continuous improvement
Develop and implement scalable support processes and workflows
Collaborate with Product, Engineering, and Customer Success to resolve issues and advocate for customer needs
Own the support knowledge base and ensure content is up-to-date and helpful
Manage support tools and systems (e.g., Zendesk or similar)
Manage escalations and ensure high-touch support for key accounts
Recruit, onboard, and train new support team members
Report on team performance and customer insights into leadership
Manage employee schedule to ensure coverage for normal operating hours and holidays
Qualification
Required
5+ years of experience in customer support, with 2+ years in a leadership role (preferably in SaaS)
Strong understanding of support operations and metrics
Experience with support platforms and CRM tools
Excellent communication, coaching, and conflict resolution skills
Ability to thrive in a fast-paced, evolving environment
Passion for customer experience and team development
Familiarity with technical troubleshooting and APIs
Knowledge of ITIL or other support frameworks
Strong attention to detail, organizational skills, and the ability to manage multiple priorities
Clear, concise communication skills and a collaborative mindset when working across teams
Preferred
Experience with Azure DevOps is a plus
Benefits
Full benefits package.
Fidelity 401k with company match.
Fun perks including a monthly gym reimbursement, a monthly wellness reimbursement, and a monthly reading allowance.
Weekly catered breakfast, Employee of the Month rewards, regular company events, and bi-weekly happy hours.
Opportunities for continued career growth within the organization.
Fun and collaborative work environment.
Company
Car Wars
Car Wars is the artificial intelligence (AI) phone solution for more than 13,000 dealerships.
51-200 employees
Funding
Current Stage
Growth StageRecent News
Company data provided by crunchbase