Team Lead, Customer Experience (ADESA)

10 hours, 34 minutes ago
Full-time
Senior
Software Development
Carvana

Carvana

Carvana is an e-commerce platform that enables consumers to buy and finance used cars online, offering features such as 360-degree vehicle imaging, financing options, and home delivery, all designed to streamline the car purchasing process.

Automotive
10K-50K
Founded 2012

Description

  • Monitor team metrics and provide real-time guidance and call support to customer advocates.
  • Hold the team accountable to company and team standards through performance management.
  • Handle complex customer escalations and ensure timely, professional resolution.
  • Identify root causes of SLA misses and system gaps, then implement action plans to address them.
  • Guide onboarding and training for new hires to support successful integration.
  • Foster a positive team culture through leadership presence, morale activities, and recognition.
  • Participate in hiring and talent planning for the team.
  • Use analytical thinking to recommend system improvements with team leaders.
  • Collaborate with advocates, managers, and internal teams on process and technology enhancements.

Requirements

  • High school diploma or equivalent required; bachelor's degree preferred.
  • 2+ years of proven team leadership and performance management experience.
  • Strong coaching and mentorship skills with a focus on team development.
  • Deep understanding of Carvana/ADESA CX systems and service processes.
  • Excellent verbal and written communication skills.
  • Confidence using Google Suite.
  • Familiarity with Salesforce, Playvox, or Amazon Connect is a plus.
  • Proven problem-solving and escalation management ability.
  • Must be able to read, write, speak, and understand English.
  • Hiring is contingent on passing a complete background check.
  • This role is not eligible for visa sponsorship.

Benefits

  • Competitive pay.
  • Quality benefits.
  • Holiday and paid time off.
  • Education and equipment reimbursement programs.
  • Matching 401(k).
  • Career path opportunities.

Interested in this position?

Apply directly on the company website

Apply Now

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