Customer Service Manager

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.

Check us out at https://dealr.cloud

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.

What you’ll do:

• 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 Customer Experience and Manager of Implementation to deploy retention initiatives within the Customer Service team.

• Continuously improve team workflows, processes, documentation, knowledge resources, and tools, turning company and departmental priorities into solutions that are clear, scalable, measurable, and successfully adopted by the team.

• Lead the Customer Service team’s use of AI by identifying opportunities, evaluating and implementing tools and workflows, training the team, and measuring adoption and results.

• Proactively explore and recommend new AI tools, methods, and applications that could improve customer service, technical support, or other areas of the company.

• Partner with Implementation to coordinate the technical support needed during customer implementations, including custom projects, API integrations, CRM configurations, and other advanced product or system requirements.

• Partner with Product and Engineering on product issues, customer feedback, and readiness for beta, early-access, and newly released features, ensuring the team has the knowledge and resources needed to support customers successfully.

• Serve as a collaborative resource across the company, including helping Sales answer product and technical questions, advocating for customer needs, and taking ownership of cross-functional problems through resolution.

• Continually look for ways to improve the team and the company, bringing forward ideas, turning the best ones into action, and being a force for good in our culture.
  

Who you are:

• Always Putting Customers First: You genuinely care about the experience people have with us. You make customers feel heard and cared for, build trust even when the answer takes time, and coach your team to do the same.

• A People Person: You enjoy working with customers and teammates and get satisfaction from helping people succeed. You know how to build relationships, motivate a team, and bring positive energy to challenging situations.

• A Hands-On Leader: You set clear expectations, make decisions confidently, and give direct, timely feedback. You don’t lead exclusively through meetings and metrics—you stay close enough to the work to understand what your team and customers are experiencing.

• A Creative Problem Solver: You like difficult problems and are comfortable digging until you understand what is really happening. You think beyond the obvious solution, use the tools and people available to you, and stay curious and methodical under pressure.

• Tech Savvy: You have a strong technical foundation and can independently identify both software and communication issues. You’re comfortable troubleshooting complex systems, working with technical data, and communicating credibly with Product and Engineering.

• AI Forward: You see AI as a practical tool for creating better customer and employee experiences. You’re comfortable experimenting with new technology, evaluating where it adds value, implementing it thoughtfully, and helping others adopt it successfully.

• A Great Communicator: Your active listening, de-escalation, coaching, and teaching skills are exceptional. You communicate clearly and confidently with customers, employees, peers, and leadership and know how to adjust your approach to the audience and situation.

• A Go-Getter: You take ownership and don’t wait for someone else to solve a problem that you can move forward. You’re comfortable building new processes, challenging existing ones, and turning ideas into action.

• Super Teachable and Flexible: You learn quickly, adapt to changing priorities, and are comfortable working in an environment where products, processes, and customer needs continue to evolve. You can confidently lead change while remaining open to feedback yourself.

Benefits

• Medical, Dental, Vision Insurance

• Flex Spending Account

• 401k

• Paid Holidays & Paid Time Off

• Hybrid Work-from-Home Schedule (Tuesdays & Fridays remote after first 30 days)

Why Join Dealr, Inc.?

Because you want to be part of a team that:

• Builds powerful tools that customers love

• Genuinely enjoys working together and supporting each other

• Moves fast, gets creative, and isn’t afraid to challenge norms

• Believes leadership is as much about service as it is about direction

• 5+ years of customer service and technical support experience in SaaS or software-focused environments.

• 3+ years of management experience in a customer-facing service or support role, including direct responsibility for employees and team performance.

• Strong working knowledge of help desk platforms, CRM systems, and remote customer support workflows; experience with Intercom is a plus.

• Experience designing, implementing, and managing team KPIs, escalation paths, service standards, workflows, and knowledge bases.

• Demonstrated success improving team performance, customer satisfaction, service quality, and customer retention efforts.

• Experience identifying customer risks and trends and translating those insights into actionable recommendations and improvements.

• Experience implementing new processes, tools, or initiatives and successfully driving adoption within a team.

• Experience using and implementing AI tools and workflows in a customer service, support, operations, or similar business environment.

• Strong technical aptitude and the ability to troubleshoot complex software issues and collaborate effectively with technical teams.

• Excellent written and verbal communication skills, including demonstrated strength in customer de-escalation and conflict resolution.

• Ability to operate autonomously, prioritize competing needs, and lead effectively in a fast-paced environment with evolving priorities.

• Automotive, dealership, or dealership management software experience is a strong plus but not required.