[Hiring] Website Support Supervisor @Lithia & Driveway

Role Description

The Supervisor, Website Support leads a team of Website Support Specialists responsible for supporting dealership websites, digital integrations, inventory feeds, lead delivery, and other critical website services. This is a hands-on leadership role. In addition to coaching and supporting the team, you'll manage website support for an assigned group of stores, help troubleshoot technical issues, monitor service levels and ticket volume, and partner with internal teams and external providers to keep dealership websites operating accurately and efficiently.

Qualifications

• 3+ years of relevant experience or a bachelor's degree.
• Previous leadership, supervisory, or team-lead experience with the ability to coach and support others.
• Strong technical aptitude, including experience working with website platforms, system integrations, databases, or related digital technologies.
• Ability to prioritize multiple requests and maintain a sense of urgency in a fast-paced environment.
• Strong organization and time-management skills, with the ability to work independently and collaboratively.
• Ability to learn and effectively use ticketing, workflow, and project-management systems.
• Strong communication skills and the ability to partner effectively with both technical and non-technical teams.

Requirements

• Lead, coach, and support a team of Website Support Specialists, reinforcing service standards, SLAs, processes, and effective dealership communication.
• Help resolve escalated website and technical issues, including inventory feeds, CRM integrations, lead delivery, domains/DNS, call tracking, and other website-related services.
• Manage website support for an assigned group of dealerships while balancing supervisory responsibilities.
• Monitor Freshdesk ticket volume, workload, overtime, schedules, time off, and team coverage, including the IRC on-call schedule.
• Partner across teams to ensure smooth handoffs, effective prioritization, and timely resolution of dealership needs.
• Support website builds, transitions, maintenance, OEM requirements, dealership acquisitions, divestitures, closures, and DBA changes.
• Monitor assigned virtual showrooms and troubleshoot issues impacting performance or functionality.
• Partner with account managers, merchandising teams, artists, and external providers on website and digital marketing initiatives.
• Coach team members and identify opportunities that support continued learning and career growth.
• Ensure website support maintains each dealership's franchise requirements and local brand identity.

Benefits

• Competitive pay
• Medical, Dental and Vision Plans
• Paid Holidays
• PTO: 80 hours front-loaded on day 1
• Short and Long-Term Disability
• Paid Life Insurance
• 401(k) Retirement Plan
• Employee Stock Purchase Plan
• Lithia Learning Center
• Vehicle Purchase Discounts
• Wellness Programs