[Hiring] Senior Customer Support Manager @Trader Interactive

Role Description

As a Senior Customer Support Manager, you’ll lead a multi-skilled support team and elevate them from reactive problem-solvers to proactive business advisors for our B2B clients. This means:

• Coaching and managing a team handling everything from foundational technical support to advanced CRM consulting, setting clear performance expectations and holding the team accountable for outcomes.
• Building career pathways within the team, identifying and developing senior agents and future team leads from within.
• Coaching agents to shift from ‘order takers’ to ‘consultants’ — framing solutions in terms of business ROI and translating technical concepts into language dealers understand.
• Using advanced reporting and dashboards to evaluate performance based on client outcomes, retention risk, and resolution quality — not just ticket volume.
• Serving as the escalation anchor for high-impact B2B client issues spanning multiple systems, including website lead routing, CRM integrations, marketplace feeds, and billing.
• Implementing and maintaining QA scoring for support interactions, using findings to drive targeted coaching rather than reactive correction.
• Managing scheduling, capacity planning, and workload distribution to ensure coverage across volume peaks.
• Recruiting, developing, and retaining high-performing support professionals, and surfacing frontline insights to inform product, sales, and leadership decisions.

Qualifications

• 5+ years of progressive experience in customer support, customer success, or technical support within a B2B SaaS or technology environment, including at least 2 years in a direct people management role.
• Demonstrated experience coaching a support team toward consultative, outcome-oriented behaviors rather than transactional issue resolution.
• Proven ability to manage complex, multi-system B2B client escalations involving technical troubleshooting, CRM issues, or business ROI impact.
• Strong command of support and CRM tooling and workforce management.
• Comfort using data and dashboards to evaluate performance, including CSAT, FCR, resolution time, and retention indicators.
• Experience operating in a performance-based environment — setting targets, running performance reviews, and managing underperformance with clarity and fairness.
• Strong written and verbal communication skills, with the ability to manage escalated client conversations and represent team performance to leadership.
• Experience with and a deep understanding of capacity planning.

Bonus Points

• Experience supporting dealership customers in powersports, RV, marine, equipment, or automotive verticals — or any field-service or location-based SMB segment.
• Familiarity with CRM platforms, dealer website technology, or AI-assisted support tools.
• Background building or maintaining a QA scoring framework for a support team.
• Experience managing support across multiple concurrent product lines or customer segments.
• Exposure to change management methodologies or structured coaching programs.

Benefits

• An inclusive and supportive work environment where you can move your career forward and will have the chance to do work that has real, significant impact on the world.
• The opportunity to be a part of a global group of digital marketplace businesses (CAR Group) located across Australia, Brazil, Chile and South Korea - collectively we have around 2,500 team members worldwide, and our CAR Group Tour means you might just find yourself working in one of those businesses sometime soon.
• Plenty of flexible leave options and employee benefits including up to 31 days of paid time off in your first year, continuing education with access to LinkedIn Learning, a full benefits package including medical, dental & vision, 401K with company match, and wellness program.

Company Description

TI proudly supports a diverse workforce, and we encourage candidates from underrepresented groups to apply. Trader Interactive is an equal opportunity employer where hiring is based entirely on business needs, job requirements, and individual merit.