Lead Customer Support Operations Analyst

About Tekion:

Positively disrupting an industry that has not seen any innovation in over 50 years Tekion has challenged the paradigm with the first and fastest cloud-native automotive platform that includes the revolutionary Automotive Retail Cloud (ARC) for retailers Automotive Enterprise Cloud (AEC) for manufacturers and other large automotive enterprises and Automotive Partner Cloud (APC) for technology and industry partners. Tekion connects the entire spectrum of the automotive retail ecosystem through one seamless platform. The transformative platform uses cutting-edge technology big data machine learning and AI to seamlessly bring together OEMs retailers/dealers and consumers. With its highly configurable integration and greater customer engagement capabilities Tekion is enabling the best automotive retail experiences ever. Tekion employs close to 3000 people across North America Asia and Europe.

Preferred on site in Cincinnati but will consider remote

Job Description

Tekion is seeking a proactive and strategic **Team Lead Customer Support Operations** to join our growing Operations team. This role is pivotal in both day-to-day management and driving continuous improvement initiatives across the support function.

As Team Lead you will provide operational oversight guidance and mentorship for analysts while partnering with cross-functional leaders to optimize efficiency and elevate the customer experience. Youll steward the execution and refinement of multi-program functionsincluding Workforce Management (WFM) Quality Assurance (QA) SOP Documentation Queue Management and the integration of AI-driven solutions.

Roles and Responsibilities:

• Directly oversee a team of Customer Support Operations Analysts providing coaching development and performance management.
• Coordinate and monitor multiple support programs such as Workforce Management (WFM) Quality Assurance (QA) SOP Documentation Queue Management and AI-driven process improvement initiatives.
• Act as a subject matter expert and escalation point for operational challenges troubleshooting issues across support processes and tools.
• Monitor key operational metrics (ticket volumes resolution time CSAT etc.); analyze trends and implement improvement plans.
• Lead the design maintenance and continuous improvement of SOPs across programs.
• Collaborate with cross-functional teams (Support Product Engineering AI/ML teams) to enhance tools workflows and customer experience.
• Ensure QA programs are effectively executedcalibrating across reviewers synthesizing feedback and upholding excellence in support interactions.
• Partner with workforce analysts to optimize resource allocation scheduling and workforce analytics for multiple queues and product lines.
• Drive automation and AI adoption initiatives partnering with Development/AI analyst to pilot assess and operationalize new technology.
• Support major incident response effortscoordinating communications resource shifts and post-mortem analysis.
• Deliver regular operational reporting and updates to management and key stakeholders.
• Foster a culture of collaboration knowledge sharing and innovation within the team.
• Support hiring onboarding and training of new team members as needed .

Qualifications:

• 35 years of experience in customer support operations or similar environments with at least 12 years in a supervisory lead or project/program ownership capacity.
• Strong analytical organizational and problem-solving skills.
• Proficiency with data reporting and visualization tools (Excel SQL Power BI/Tableau etc.).
• Hands-on experience with customer support/ticketing systems WFM and QA tools.
• Proven ability to deliver results through othersmentoring coaching and motivating teams.
• Excellent communication cross-functional collaboration and stakeholder management skills.
• Experience with designing and maintaining operational documentation and SOPs.
• A track record of leading or participating in technology-driven transformation (AI automation etc.) in a support environment is a plus.

Preferred Skills:

• Experience supporting high-growth SaaS software or technology environments.
• Familiarity with process improvement methodologies
• Prior experience managing remote or hybrid teams.

Sponsorship

• Please note that visa sponsorship is not available for this position.

Perks and Benefits

• Competitive compensation and generous stock options
• 100% employer-paid top-of-the-line medical dental and vision coverage
• Great benefits including unlimited PTO parental leave and free snacks and beverages
• The opportunity to work with some of the brightest minds from Silicon Valleys most dominant andsuccessful companies
• Be part of an early stage hyper-growth start-up with the opportunity to grow and prosper
• Work on the latest and coolest technologies everything is home-grown and built ground-up
• A dynamic work environment with a strong sense of community and collaboration
• The open and transparent culture that encourages innovation rewards performance and discourages hierarchy
• Exciting opportunities for career growth and development

Current Tekion Employees Please apply via Greenhouse Internal Job Board

Tekion is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race religion color national origin gender (including pregnancy childbirth or related medical conditions) sexual orientation gender identity gender expression age status as a protected veteran status as an individual with a disability victim of violence or having a family member who is a victim of violence the intersectionality of two or more protected categories or other applicable legally protected characteristics.

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