Manager of Customer Service

We are looking for the next amazing addition to our team! Dealr, Inc. is an advanced, forward-thinking SaaS company for independent automotive dealerships. We provide dealr.cloud, an all-in-one management solution for the industry. We’re rapidly building our team and pushing hard for overall growth for the company and out-of-state movement for the software. Based in Colorado, our team is passionate, talented, and customer-focused.

We feel fortunate to be able to build a platform that is revolutionizing our industry. We already have a significant market share of independent dealerships and are very stable.

We are looking for a Customer Service Manager whose first priority is creating exceptional customer experiences. You aren’t satisfied with “good enough” service—you are always looking for ways to elevate the ordinary, solve problems creatively, and turn everyday interactions into reasons our dealerships love working with us.

This is a hands-on leadership role for someone who genuinely loves working with people and gets energy from making a difference in someone’s day, whether that means helping a dealership solve a difficult problem or coaching a team member through a challenging interaction. You’ll lead the day-to-day operations of our Customer Service team, which provides both customer service and technical support to our clients.

You’ll set a high standard for how we communicate, troubleshoot, follow through, and care for our customers while developing a team that is confident, accountable, technically capable, and genuinely enjoyable to work with.

You’ll also play an important role in how we improve the customer experience as we grow. You’ll use customer feedback, service data, emerging technology, and AI to identify opportunities and turn them into meaningful improvements. You’ll work closely with Implementation, Customer Success and Retention, Product, Engineering, and Sales to solve problems, improve processes, and ensure the customer experience feels connected from implementation through long-term support.

We are a growing company, which means priorities evolve, new challenges appear, and there is plenty of opportunity to make an impact. We’re looking for someone who can independently lead their team while being an enthusiastic and collaborative partner across the company.

Own the day-to-day operations and performance of the Customer Service team, ensuring appropriate coverage, workload distribution, SLA adherence, service quality, and consistent follow-through for our customers.

Set and continually raise the standard for the customer experience, finding creative and meaningful ways to make working with dealr.cloud easier and better.

Manage, coach, and develop team members through regular one-on-ones, team meetings, interaction reviews, performance conversations, and individualized development, while building a strong leadership bench as the department grows.

Hire, onboard, train, and ramp new team members while establishing clear expectations and development paths for the team.

Define and manage standards and KPIs for customer communication, technical troubleshooting, escalations, response and resolution times, customer satisfaction, and overall service quality.

Serve as an escalation point for complex technical and customer issues, working with the team, Product, and Engineering to identify root causes, resolve problems, and rebuild customer trust when needed.

Use customer feedback, service data, and support trends to identify recurring issues, process gaps, product opportunities, and ways to proactively improve the customer experience.

Identify customer retention risks, ensure they reach the appropriate teams, recommend solutions, and partner with the CRO, VP of…