Customer Support Specialist

Dealerware transforms the automotive retailers of today into the mobility network of tomorrow. Launched in 2016, Dealerware manages tens of thousands of vehicles at dealerships in North America across every major manufacturer brand. Dealerware is committed to being a people‑first culture and a great place to work for all, with flexible scheduling, unlimited PTO, extensive benefits, a core value of Diversity, Equity & Inclusion, and a leadership and management team that defaults to being supportive and accessible. In 2026, Dealerware was recognized by Built In as one of their Best Startups to Work for in Austin for the fifth consecutive year. As a Customer Support Specialist, you will: Provide first‑level support for inbound cases from Dealerware customers via phone, chat, email, or any other communication method employed by the team. Troubleshoot dealership support and product cases. Maintain end‑to‑end responsibility for customer support needs, providing timely, reliable, and courteous service. Be able to manage a high‑volume caseload. Maintain accurate support case information in our ticketing system. Conduct regular case management to ensure adherence to all support standard operating procedures. Apply product knowledge and problem‑solving skills to efficiently triage, investigate, and resolve support cases while meeting or exceeding SLAs. Make or suggest updates to Training and Knowledge Base (support articles and FAQs). Suggest operational efficiencies, such as macros (template responses). Work cooperatively with other departments to improve procedures, standards, documentation, and training, using intelligence gained from customer interactions. Advocate for customer needs with the Product and Engineering teams during product development discussions. Collaborate with the Product and Engineering teams to resolve product issues as necessary and in a timely manner, whether in person or virtually. People who know you well would say you are: Detail‑oriented and highly organized. Effective at managing your time and prioritizing appropriately. Articulate with excellent, demonstrated verbal and written communication skills. Able to quickly assess a situation and take appropriate action. A respectful collaborator who works effectively with other teams. Required qualifications: Exceptional analytical and problem‑solving skills. Ability to meet and/or exceed established KPIs, SLAs, and OKRs. Tech‑forward, smartphone/mobile device proficient. Ability to verbally educate and effectively convey knowledge on product use and process. Excellent customer service delivery—demonstrated empathy, patience, and understanding in stressful customer situations—ability to put the customer at ease. Preferred qualifications: 1–3 years of B2B customer support experience specifically supporting SaaS products, with heavy emphasis on virtual/phone and email support, technical product troubleshooting, and issue resolution. Prior experience in the retail automotive space, specifically within a dealership or automotive SaaS company. Software and database knowledge and experience (e.g., Google products, Salesforce, Gainsight, Zendesk, or other CRM and ticketing systems). Dealerware offers you: Competitive base salary range of $52,000–$72,000 with bonus incentive eligibility. Full benefits (medical, dental, vision, disability). 401(k) with company match. On‑demand educational courses via LinkedIn Learning. Tuition reimbursement and continuing education. Unlimited paid vacation policy. Flexible work. Generous Paid Parental Leave program. Modern office and a dynamic team in downtown Austin with free parking. Friendly, small company environment with a progressive culture. Dealerware is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy‑related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances. Dealerware's management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, access to facilities and programs and general treatment during employment. We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas. #J-18808-Ljbffr Dealerware