{"id":3006733,"url":"https://alion.io/job/dealerware-customer-support-specialist","title":"Customer Support Specialist","company":{"id":179404,"name":"Dealerware","domain":"dealerware.com","url":"https://alion.io/company/dealerware","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Rippling","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Austin, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":38000,"max_usd":72000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":1280},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":false},{"name":"Zendesk","optional":false}],"status":"live","first_seen_at":"2026-10-20T19:24:58Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-10-30T16:04:43Z","board_verified":true,"closed_at":null,"days_open":10,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":10},"description":"About Dealerware, Inc.\nDealerware 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. At Dealerware, we foster a people-first culture where everyone can thrive. We support our team with unlimited PTO, comprehensive benefits, and an approachable leadership team dedicated to your success. Dealerware was recently backed by growth investors Wavecrest Growth Partners and Radian Capital and is entering an accelerated phase of growth and product expansion. In 2026, Dealerware was recognized by Built In as one of their Best Startups to Work for in Austin for the fifth consecutive year.\nDealerware’s team is currently hiring for a Customer Support Specialist.\nAs a Customer Support Specialist, you will:\nProvide first-level support for inbound cases from Dealerware customers via phone, chat, email, or by any other communication method employed by the team. \nTroubleshoot dealership support and product cases. \nMaintain end-to-end responsibility for customer support needs, providing timely, reliable, and courteous service.\nBe able to manage a high-volume caseload. \nMaintain accurate support case information in our ticketing system. \nConduct regular case management to ensure adherence to all support standard operating procedures.\nApply product knowledge and problem-solving skills to efficiently triage, investigate, and resolve support cases while meeting or exceeding SLAs.\nMake or suggest updates to Training and Knowledge Base (support articles and FAQs).\nSuggest operational efficiencies, such as macros (template responses)\nWork cooperatively with other departments to improve procedures, standards, documentation, and training, using intelligence gained from customer interactions.\nAdvocate for customer needs with the Product and Engineering teams during product development discussions. \nCollaborate with the Product and Engineering teams to resolve product issues as necessary and in a timely manner, whether in person or virtually. \nYour peers would say you:\nDetail-oriented and highly organized\nEffective at managing your time and prioritizing appropriately\nArticulate with excellent, demonstrated verbal and written communication skills\nAble to quickly assess a situation and take appropriate action\nA respectful collaborator who works effectively with other teams\nRequired qualifications:\n1-3 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\nExceptional analytical and problem-solving skills \nAbility to meet and/or exceed established KPIs, SLAs, and OKRs \nTech-forward, smartphone/mobile device proficient \nAbility to verbally educate and effectively convey knowledge on product use and process\nExcellent customer service delivery-demonstrated empathy, patience, and understanding in stressful customer situations-ability to put the customer at ease\nEven better if you have:\nPrior experience in the retail automotive space, specifically within a dealership or automotive SaaS company \nSoftware and database knowledge and experience (e.g., Google products, Salesforce, Gainsight, Zendesk, or other CRM and ticketing systems)\nDealerware offers you:\nCompetitive base salary with bonus incentive eligibility\nFull benefits (medical, dental, vision, disability)\n401(k) with company match\nTuition reimbursement and continuing education\nUnlimited paid vacation 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