Customer Support Specialist

About Dealerware:

Dealerware transforms the automotive retailers of today into the mobility network of tomorrow. Launched in 2016, Dealerware manages tens of thousands of vehicles at dealerships in North America across every major manufacturer brand. Dealerware is committed to being a people-first culture and a great place to work for all, with flexible scheduling, unlimited PTO, extensive benefits, a core value of Diversity, Equity & Inclusion, and a leadership and management team that defaults to being supportive and accessible. Dealerware was recognized by Built In as one of the 100 Best Places to Work in Austin, TX in 2025 for the fourth consecutive year.

Dealerware’s team is currently hiring for a Customer Support Specialist who will report to our Sr. Manager, Customer Support.

• Provide first level support for inbound cases from Dealerware customers. 
• Trouble-shoot dealership support and product cases. 
• Maintain end to end responsibility for customer support needs providing timely, reliable, and courteous service.
• Help customers by phone, chat, email, or by any other communication method. 
• Be able to manage a high-volume caseload. 
• Provide an exceptional customer experience. 
• Facilitate customer engagement and success.
• Make or suggest updates to Training and Knowledge Base (support articles and FAQs).
• Work cooperatively with other departments on improvement of procedures, standards, documentation, and training using intelligence gained through customer interactions.
• Collaborate with the product and engineering teams to resolve product issues as necessary and in a timely manner, whether in person or virtually. 
• Maintain accurate support case information in Zendesk. 
• Conduct regular case management to ensure adherence to all support standard operating procedures.
• Maintain appropriate level of skills to handle cases and requests in line with established service levels.

• Exceptional analytical and problem-solving skills 
• Detail oriented, highly organized, process driven, effective time management and prioritization skills
• Ability to meet and/or exceed established KPIs, SLAs, and OKRs  
• Tech forward, smartphone/mobile device proficiency, required
• Articulate, excellent (demonstrated) verbal and written communication skills, in person and through virtual means
• Ability to quickly assess a situation and take appropriate action
• Ability to work effectively with other teams to resolve time-sensitive issues – in person and remotely/virtually
• Ability to verbally educate and effectively convey knowledge on product use and process
• Software and database knowledge and experience, ie. Microsoft Office, Google products, SalesForce, Gainsight, Zendesk, or other CRM systems
• 1-3 years of B2B customer support experience specifically supporting SaaS products, with heavy emphasis on virtual/phone and email support, technical product troubleshooting and issue resolution
• Excellent customer service delivery – demonstrated empathy, patience and understanding in stressful customer situations – ability to put the customer at ease

• Prior experience in the retail automotive space, specifically within an auto dealership

• Competitive base salary with bonus incentive eligibility
• Full benefits (medical, dental, vision, 401K) free telehealth (includes therapy visits)
• On-demand educational courses via LinkedIn Learning
• Tuition reimbursement and continuing education
• Unlimited paid vacation policy
• Flexible work
• Generous Paid Parental Leave program
• Modern office and a dynamic team in downtown Austin with free parking
• Friendly, small company environment with a progressive culture
• Backed by Audi, a 116-year-old automotive industry leader
• Discounts on Audi vehicle purchases and discounted leases through the Vehicle Lease Program

Dealerware is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances. Dealerware's management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, access to facilities and programs and general treatment during employment.

*We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas.