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Dealer Partner Support Specialist - Level 1 (United States)

11 hours, 27 minutes ago
United States
Full-time
Junior
Customer Support
Customer and Technical Support
CRM CSS HTML JIRA JSON Postman Salesforce XML
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AutoFi

AutoFi

AutoFi is the leading commerce platform for digital automotive sales and financing, empowering dealers to sell smarter and more efficiently.

Automotive
201-500
Founded 2015
$114M raised
View All Jobs 3

Description

  • Serve as a primary support contact for Dealer Partners, responding to inquiries and resolving requests within service-level expectations.
  • Maintain and optimize program settings, configurations, features, and integrations using JSON, XML, CSS, and Regex as needed.
  • Troubleshoot configuration, integration, and functional issues; resolve common problems and escalate complex cases with supporting details.
  • Validate completed configuration changes for accuracy, completeness, and intended functionality.
  • Manage approximately 20–30 concurrent support requests, maintaining case documentation, stakeholder communication, and timely follow-up.
  • Collaborate with Account Management, Product, Engineering, external vendors, and other teams to coordinate solutions.
  • Monitor dealer programs proactively to identify anomalies, configuration gaps, and performance improvement opportunities.
  • Identify recurring issues and help develop standardized support procedures, documentation, and best practices.
  • Provide first-line support across the broader partner ecosystem through phone, chat, and email, including use of AI-assisted tools.
  • Participate in scheduled after-hours coverage, including at least one Saturday per month.

Requirements

  • 2–3 years of experience in customer support, technical support, account management, or another customer-facing role, preferably in SaaS.
  • Strong attention to detail and ability to accurately execute, validate, and document work.
  • Analytical and critical-thinking ability to investigate issues, troubleshoot basic technical problems, and determine when escalation is needed.
  • Excellent written and verbal communication skills, including explaining technical concepts to non-technical stakeholders.
  • Strong organization and time-management skills to prioritize competing requests and meet service expectations.
  • Technical aptitude with software configurations, system settings, integrated applications, and AI agents.
  • Ability to work independently and collaboratively with a proactive, accountable approach to problem-solving.
  • Availability for scheduled evening and weekend coverage, including at least one Saturday per month.
  • Familiarity with automotive dealership operations, business models, and personnel responsibilities (preferred).
  • Working knowledge of APIs, JSON, XML, HTML, CSS, Regex, Salesforce, Jira, Postman, or similar support and API troubleshooting tools (preferred).

Benefits

  • Competitive pay, with potential bonus and equity as part of total compensation.
  • Stock options.
  • Medical, dental, and vision coverage with 100% employee premium coverage and 50%+ dependent coverage.
  • Flexible work hours and a remote work environment.
  • Full training and growth opportunities.
  • Up to $1,000 per year for professional development.
  • Wellness and cultural initiatives, including fitness challenges, webinars, virtual games, and regional activities.

Interested in this position?

Apply directly on the company website

Apply Now

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