Customer Support Manager

About Vehlo

We started Vehlo in 2019 with a simple goal: to be the industry’s favorite provider of repair shop technology.

Across every part of the auto repair industry, Vehlo is igniting vehicle service success with software and financial solutions that unlock your potential. Our founder-led products power the entire service lane experience and keep customers coming back with streamlined tools that help you handle communication, workflow automation, touchless payments, valet pickup, and much more. We’re out to simplify the customer journey from start to finish and give power back to the people under the hood, making their jobs easier and your shop more profitable —just ask our over 30,000 customers, who generate more than 50M annual repair orders. At Vehlo, our only purpose is your success, and together, we’re reaching your goals faster than ever.

Being a Veep comes with more than a comprehensive benefits package—our biggest benefit is opportunity: Opportunity to make an impact, opportunity for growth, and opportunity for recognition and rewards. This is not a mega-corporation where you wonder what people are doing all day - every Veep is moving the ball forward day in, day out for our customers or for each other.

Our Dealerlogix team is a passionate group of service professionals dedicated to helping automotive dealers in delivering high-quality service and enhanced customer experience in their fixed operations to increase customer satisfaction, boost their CSI scores, improve their customer retention and increase their profitability.    

Position Description:

This position is perfect for anyone looking to conitnue their leadership career! The Manager of Customer Support serves a vital role to ensure the customer support team provides an outstanding experience for our customers when they call us for assistance. Help desk support requires the ability to respond to client’s requests for technical assistance via phone using remote desktop software. Technical assistance involves diagnosing and resolving basic technical hardware and software issues. You will manage every aspect of the customer support center to ensure the best-in-class delivery of these services.    

What You'll Do:

• Lead, mentor, and manage the customer support team to provide top-tier service to clients.
• Develop and implement support strategies, policies, and procedures to enhance customer experience.
• Monitor team performance through KPIs, customer feedback, and support metrics.
• Collaborate with product and engineering teams to address customer concerns and improve product functionality.
• Maintain and optimize support tools, ticketing systems, and knowledge bases.
• Handle escalated customer issues and ensure timely resolutions.
• Identify opportunities for process improvements and automation to enhance efficiency.
• Provide training and development programs to enhance team skills and performance.
• Stay updated with industry trends and emerging technologies to improve customer support strategies.

What You'll Need:

• 5+ years of experience in customer support or technical support.
• Proven experience in a SaaS environment, with a strong understanding of software support.
• Ability to coach and mentor team members
• Ability to work in the Milwaukee Office, Monday - Friday
• Proficient with Excel, Word, PowerPoint software
• Excellent Oral and written communication skills
• Ability to devise a schedule to ensure coverage for volume intervals
• Ability to track performance monthly in the performance scorecard
• Ability to present the monthly performance scorecard
• Daily oversight of floor activities and adjust as needed
• Oversee and manage the Quality Program for each technical support representative
• Write and deliver annual performance appraisals.
• Be a liaison between the customer support team and application development