We are seeking a highly motivated and resourceful individual who is dedicated to providing world-class support by exceeding expectations through each interaction with Roadster users. The ideal candidate is an advocate for our customers, a creative problem-solver, and a collaborative team member. We are the all-around experts for all Roadster’s products and work closely with every part of the organization. A successful Dealer Support Associate will possess very strong problem-solving and communication skills. They will thrive in a fast paced, team-oriented environment. They will be able to manage multiple tasks simultaneously. This role is best suited for a self-starter who is comfortable working with internal and external customers. This is a full-time position. Days of work are Tuesday through Saturday. Occasional holiday work may be required as job duties demand.
Interact with users by email and phone to identify and understand their product questions, issues, and feedback
Work with internal teams to determine the best path to resolution that benefits both the product and the end user
Advocate for customers by identifying trends in issues and suggesting improvements to processes, policies, and products
Document and prioritize product bugs and feature requests
Collaborate with members of other teams to root out answers and be a resource to teammates
Manage CRM tools and maintain detailed records of customer inquiries
Work cross-functionally and work with 3rd parties to drive solutions for internal and external customers
Educate users so they become expert users of our platform
Hold a high bar for Support and the customer experience when owning customer interactions
Enjoy working through technical concepts, have strong analytical and problem solving skills
Must have strong written and verbal communication skills – both customer facing and internal
Ability to work in a fast-paced environment, manage multiple projects to completion, set and organize priorities, work independently, and perform under pressure
Customer first mentality – you can empathize with users, quickly grasp the issues they’re facing, and work to determine the best steps toward a solution
Love constantly learning about a changing technical product, it’s capabilities, functionality, and the data framework it’s built on
Attention to detail and process driven – you consider scalability as an overarching goal
Team player who is comfortable with change, adapting to new situations, time management, and thinking on their feet
College degree or equivalent professional experience
Nice to have:
2-5 years of experience working in a technical support or client facing role. Operations or Automotive experience preferred.
Startup/early stage experience building new processes and teams a plus.
General understanding of and comfort with APIs / web services and data feeds.
Thorough knowledge of automotive retail transactions, including financing, leasing, service and protection plan offerings, and trade-in valuations.
Broad understanding of web technologies, Salesforce Software as a Service (SasS) preferred.
Become a part of a fast-growing company in a rapidly changing industry
The opportunity to have a direct impact on important product and strategy decisions