Customer Support Specialist

Customer Support Specialist

Location: Remote | Canada or Remote | US

Reports to: Manager, Customer Support

Employment Type: Full-time

This is an existing vacancy

About the Role:

Customer Support Specialists are the frontline of the customer experience, providing accurate, empathetic, and solution-oriented support to dealership users across applications, data, integrations, and services. This role focuses on diagnosing issues, guiding users through complex workflows, and managing expectations in fast-paced dealer environments where timing and clarity matter.

The Customer Support Specialist partners closely with dealers, internal teams, and product stakeholders to deliver timely, high-quality resolutions while serving as a trusted advisor who understands both the technology and operational realities of automotive retail.

In this role, you will:

• Serve as the first point of contact for customer inquiries related to usability, configuration, data, integrations, and software behavior.
• Diagnose, troubleshoot, and resolve issues across automotive data and workflow platforms, escalating when appropriate.
• Communicate clearly and empathetically with customers regarding solutions, system behavior, and next steps.
• Document customer interactions, troubleshooting efforts, and resolutions accurately within CRM and ticketing systems.
• Adhere to established workflows, service level agreements (SLAs), and escalation procedures to ensure consistent support delivery.
• Collaborate with Product, Engineering, Data, Sales, and Customer Success teams to investigate issues and identify recurring trends.
• Contribute to knowledge base documentation, support playbooks, and continuous process improvement initiatives.
• Support customers through multiple communication channels, including phone, email, chat, and case management systems.

Required Qualifications:

• Postsecondary education in Information Technology, Business, Finance, Computer Science, or a related field; equivalent practical experience will be considered.
• 1-3 years of experience in customer support, technical support, service desk, or a related role within a SaaS, technology, or data-driven environment.
• Experience supporting dealer-facing or OEM-facing automotive software, applications, or data platforms.
• Experience troubleshooting software, data, authentication and access issues, reporting, integrations, APIs, payments, and customer workflows.
• Experience managing customer inquiries and escalating complex issues using defined support processes.
• Strong analytical, diagnostic, and problem-solving skills.
• Excellent written and verbal communication skills with a customer-focused approach.
• Ability to learn and navigate complex systems, products, and technical environments.
• Strong organizational skills with a high level of attention to detail.

Preferred Qualifications:

• Automotive retail, dealership, or OEM industry experience.
• Familiarity with automotive data concepts, vehicle configuration/build data, incentives, VIN decoding, and F&I systems.
• Working knowledge of REST and SOAP APIs, as well as JSON and XML data formats.
• Experience using CRM and ticketing platforms such as Salesforce Service Cloud.
• Experience using diagnostic tools, testing utilities, and data validation tools.
• Previous experience supporting customers in a high-volume, fast-paced software environment.
• Experience with telephony systems and omnichannel support platforms.

Additional Work Requirements:

• Availability to work flexible shifts, primarily Monday through Friday between 9:00 am and 7:00 pm EST.
• Availability to work occasional Saturdays (10:00 am to 4:00 pm EST), statutory holidays, overtime, and on-call schedules as business needs require.
• Some support teams operate in a 24x7x365 environment.
• Initial training period of approximately 60-90 days will be conducted during standard business hours (9:00 am to 5:00 pm EST).

Compensation and Benefits

This position has a starting rate of $20 - $24 CAD per hour or $21 - $25 per hour USD. This is the rate we reasonably and in good faith expect to pay for the role at the time of posting. An employee's pay within the range is determined by a number of factors, including relevant skills, education, qualifications, experience, performance, business or organizational needs, and geographic location.

Eligible employees may participate in medical, dental, vision, disability, life insurance, retirement savings programs, paid time off, wellness programs, and other company-sponsored benefits. Benefits vary by country and employment…