Roadster is hiring a

Dealer Support Associate - Remote

New York, United States
Full-Time
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.

Responsibilities:

  • 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

Qualifications:

  • 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.

Benefits
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
Health, Dental, Vision, and 401k
Flexible PTO
Employee Referral Program
Employee Assistance Program (EAP)
Opportunities for Growth