Cars & Bids

Customer Support

• Own our Customer Support organization, strategy, and day-to-day operations across every customer support touchpoint
• Lead, coach, and develop our Customer Support team, furthering a culture of ownership, responsiveness, and continuous improvement
• Design SLAs and quality standards – and make sure we meet them
• Develop and be responsible for key support metrics and support-related KPIs across the organization
• Ensure buyers and sellers receive an exceptional experience throughout high-value vehicle transactions, balancing speed, accuracy, and empathy
• Own and continuously improve our support technology stack, workflows, automation, and knowledge base
• Create scalable documentation and knowledge management
• Serve as the escalation pathway for support issues – and then build a better process
• Collaborate across teams to continuously improve our platform, tools, and internal processes
• Partner closely with our product and operations teams to improve customer experiencethrough product design and upstream processes

Director of Customer Support

Data Engineer

• Support entire data stack from ingestion through warehousing and transformation
• Build and maintain bespoke syncs for operational tools
• Investigate data quality issues
• Conduct team syncs for alignment

Senior Data Engineer – Contractor

Social Media Manager

• Own every organic channel for the auction business: Instagram, Threads, X, TikTok, Facebook, LinkedIn, YouTube, Reddit and old-school auto forums (Audi-World, Bimmerforums, and similar)
• Plan and publish the organic social content calendar across every channel above
• Build, shoot, edit, and post video and static creative yourself
• Monitor engagement and community sentiment, and jump into threads where it matters
• Promote live auctions organically to drive bidders, watchers, and comments alongside submissions
• Be the community voice in helping guide the strategy for each channel, including framing the distinct voices, distinct purposes that we use for each platform
• Discover how social can help prevent funnel drop-offs between discovery, submission, and auction going live and close those gaps
• Set channel-level KPIs and hit them

Director of Customer Support

Senior Data Engineer – Contractor

Social Media, Content Specialist