Director of Customer Support

Cars & Bids

Director of Customer Support at Cars & Bids ensuring exceptional user experience in online car auctions. Leading strategy, operations, and customer support metrics for a fast-growing platform.

Posted 7/17/2026full-timeRemote • 🇺🇸 United StatesLead💰 $110,000 - $130,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading customer support operations, developing key performance indicators, and enhancing customer experience through effective strategy and collaboration. Proficient in managing support technology, workflows, and documentation to ensure high-quality service delivery.

Highest-signal resume keywords

Customer Support LeadershipSupport-Related KPIsAnalytical SkillsHigh-Value TransactionsAutomotive Industry Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Support StrategySupport Metrics DevelopmentSLA DesignKnowledge ManagementWorkflow Automation

Soft Skills

Coaching and DevelopmentInfluence and LeverageEmpathyCollaborationAdaptability

Tools & Technologies

Support Technology StackDocumentation ToolsKnowledge Base Systems

Industry Keywords

Automotive TransactionsTitle TransfersCustomer ExperienceFast-Growing Startup Environment

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

7+ years of experience owning customer support across channels, especially phone and email
Proven experience setting and driving support-related KPIs in a fast-growing startup environment
Strong analytical instincts and comfort working directly with support metrics
Ability to drive results through influence and leverage, not headcount
A deep passion for enthusiast cars and the automotive world
Comfort operating in ambiguity and making hard tradeoffs
Experience with high-value transactions
Preferred: previous experience with automotive transactions, title transfers, or similar

Benefits

Comp & perks

equity
competitive compensation
remote flexibility