Customer Support Specialist

About The Role Left Lane Auto is a multi-brand, multi-location tire and automotive service platform built through acquisition. As we continue to grow, we're establishing a centralized Customer Engagement Center to support our brands, stores, and customers across multiple markets. We're looking for a Customer Engagement Operations Partner to be the founding member of this new department. This is a unique opportunity to build a customer engagement function from the ground up - helping design the operating model, select technology, develop processes, and create an exceptional customer experience while partnering closely with store operations, marketing, and senior leadership. Initially, you'll be highly hands-on, balancing strategy with execution as you help launch the function. As the Customer Engagement Center grows, this role is expected to evolve into a leadership position with a clear growth path. The Customer Engagement Center will initially support outbound customer interactions—including appointment reminders, retention campaigns, customer follow-up, review generation, and marketing initiatives across all Left Lane Auto brands. This role is based out of our Champaign, IL office. WHAT YOU'LL BE DOING: In partnership with Operations, build the Customer Engagement Center by designing workflows, operating model, and customer engagement strategy. Develop standard operating procedures, customer interaction standards, and brand-specific playbooks. Develop outbound customer engagement programs including reminders, retention campaigns, win-back initiatives, review generation, and promotional outreach. Partner with Marketing, Operations, and Store Leadership to improve customer experience and drive booked appointments. Create KPI dashboards and performance reporting focused on service levels, conversion, customer satisfaction, and operational efficiency. Identify opportunities for automation, AI, self-service, and process improvements. Serve as the voice of the customer by identifying trends and recommending improvements. WHAT YOU'LL BRING WITH YOU: 5+ years of call center/customer service experience Direct experience in both inbound and outbound operations (not just customer service - outbound sales, retention, or marketing campaign experience is essential) Multi-brand, multi-location, or franchise/roll-up environment experience strongly preferred (retail, automotive services, home services, healthcare, or similar high-frequency, appointment-driven businesses) Prior experience in leading teams is preferred, with focus and demonstrated ability to drive performance metrics and hold teams accountable Experience managing Service Advisors and Technicians Strong sales leadership and coaching ability High level of business acumen and operational awareness Strong willingness to embrace new programs and technologies Competitive mindset with a passion for winning Bilingual (English/Spanish) call center leadership experience, given the customer base many auto service brands serve Must be authorized to work in the United States WHAT YOU'LL GET IN RETURN: Founding member of Left Lane Auto's Customer Engagement department, with an opportunity to build the function from the ground up. High visibility with executive leadership. Bilingual (English/Spanish) call center leadership experience, given the customer base many auto service brands serve Clear path to a leadership role within the department Full benefits package including health insurance, PTO, and 401(k) with company match A high-performance, growth-focused culture #J-18808-Ljbffr