Team Lead, Customer Service

If you are looking for a career at a dynamic company with a people-first mindset and a deep culture of growth and autonomy, ACV is the right place for you Competitive compensation packages and learning and development opportunities, ACV has what you need to advance to the next level in your career. We will continue to raise the bar every day by investing in our people and technology to help our customers succeed. We hire people who share our passion, bring innovative ideas to the table, and enjoy a collaborative atmosphere. 

Who we are:   
 
ACV is a technology company that has revolutionized how dealers buy and sell cars online. We are transforming the automotive industry. ACV Auctions Inc. (ACV), has applied innovation and user-designed, data driven applications and solutions. We are building the most trusted and efficient digital marketplace with data solutions for sourcing, selling and managing used vehicles with transparency and comprehensive insights that were once unimaginable. We are disruptors of the industry and we want you to join us on our journey. Our network of brands include ACV Auctions, ACV Transportation, ClearCar, MAX Digital and ACV Capital within its Marketplace Products, as well as, True360 and Data Services.
 
ACV Auctions in Chennai, India are looking for talented individuals to join our team. As we expand our platform, we're offering a wide range of exciting opportunities across various roles in corporate, operations, and product and technology. Our global product and technology organization spans product management, engineering, data science, machine learning, DevOps and program leadership. What unites us is a deep sense of customer centricity, calm persistence in solving hard problems, and a shared passion for innovation. If you're looking to grow, lead, and contribute to something larger than yourself, we'd love to have you on this journey. Let's build something extraordinary together. Join us in shaping the future of automotive
 
At ACV we focus on the Health, Physical, Financial, Social and Emotional Wellness of our Teammates and to support this we offer industry leading benefits and wellness programs.

What you will do:

The Team Lead, Customer Service is responsible for providing coaching, training, and mentorship to drive customer success team members to hit and exceed their individual and team goals. This role utilizes processes and procedures to drive team performance through first-level coaching and identifying opportunities for enhancement. The Team Lead, Customer Service collaborates across departments to advocate for customers and contribute to ACV's overall growth strategy.

Must be able to support US business hours (7 pm - 4 am IST)

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Responsible for the hiring, onboarding and performance management of the Teammates within the department.
• Lead, coach and empower the customer success team to be successful in their roles.
• Continuously coach and train team members to provide excellent customer service to both internal and external customers.
• Constantly work cross-functionally with ACV teammates to build and maintain high quality, genuine relationships to be best positioned to be effective and efficient in resolving customer escalations in a timely manner.
• Bridge inner department gaps and promote teamwork across the company.
• Oversee and manage escalations for assigned team's accounts.
• Foster a positive team culture and participate in team development including, hiring, onboarding, career development and performance management.
• Continuously identify opportunities for improvement on the Customer Success Team and address failure points to help improve the team's workflow to create efficiencies.
• Act as the voice of the customer internally; as the steward of the customer relationship, work cross functionally with other departments to ensure strong and consistent customer message is embedded in processes.
• Artfully influence and nudge both ACV teammates and customers alike to get issues to resolution as quickly and cleanly as possible.
• Perform additional duties as assigned.

What you will need:

• High School or GED - required
• 4 Year / Bachelors Degree - preferred
• 4+ year(s) Customer service experience
• Progressive supervisory experience preferred.
• Ability to read, write, speak and understand English.
• Experience leading, supervising, or managing people preferred.
• Demonstrated collaboration, time management, influencing, and prioritization skills
• Deep knowledge of dealership operations is a plus
• Proven negotiation, mediation, decision making, and de-escalation skills.
• Ability to remain calm under pressure
• Previous experience at ACV or specialized experience from traditional auctions is a plus
• Prior leadership experience a plus

Our Values 

Trust & Transparency | People First | Positive Experiences | Calm Persistence | Never Settling

At ACV, we are committed to an inclusive culture in which every individual is welcomed and empowered to celebrate their true selves. We achieve this by fostering a work environment of acceptance and understanding that is free from discrimination. ACV is committed to being an equal opportunity employer regardless of sex, race, creed, color, religion, marital status, national origin, age, pregnancy, sexual orientation, gender, gender identity, gender expression, genetic information, disability, military status, status as a veteran, or any other protected characteristic. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires reasonable accommodation, please let us know.

Data Processing Consent

When you apply to a job on this site, the personal data contained in your application will be collected by ACV Auctions Inc. and/or one of its subsidiaries ("ACV Auctions"). By clicking "apply", you hereby provide your consent to ACV Auctions and/or its authorized agents to collect and process your personal data for purpose of your recruitment at ACV Auctions and processing your job application. ACV Auctions may use services provided by a third party service provider to help manage its recruitment and hiring process. For more information about how your personal data will be processed by ACV Auctions and any rights you may have, please review ACV Auctions' candidate privacy notice here. If you have any questions about our privacy practices, please contact

 

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