Job details

Customer Success Specialist - job 2 of 2

Who we are
At CarGurus (NASDAQ: CARG), our mission is to give people the power to reach their destination. We started as a small team of developers determined to bring trust and transparency to car shopping. Since then, our history of innovation and go-to-market acceleration has driven industry-leading growth. In fact, we're the largest and fastest-growing automotive marketplace, and we've been profitable for over 15 years.

What we do
The market is evolving, and we are too, moving the entire automotive journey online and guiding our customers through every step. That includes everything from the sale of an old car to the financing, purchase, and delivery of a new one. Today, tens of millions of consumers visit CarGurus.com each month, and ~30,000 dealerships use our products. But they're not the only ones who love CarGurus—our employees do, too. We have a people-first culture that fosters kindness, collaboration, and innovation, and empowers our Gurus with tools to fuel their career growth. Disrupting a trillion-dollar industry requires fresh and diverse perspectives. Come join us for the ride!

Role overview

As a core member of the Customer Success team, the Customer Success Specialist role will be responsible for helping triage paying customer issues on the CG site, and ensure great customer experience while using the CG platform. This person will be working closely with cross functional team members such as product and engineering to help problem sole and trouble issues that arise. They will be providing support to dealers, vendors, and internal stakeholders.

What you'll do

Handle Inbound/outbound inquiries via phone and email
Ability to identify high-value and high-visibility dealers and request assistance if necessary on those accounts
Engage internal stakeholders (selling rep, onboarding, SEM, display, data integrity, etc..) when appropriate
Own coordination and follow-up when other department coordination is required (ex: assistance from product team)
Engage with customers and internal stakeholders on problem solving and triaging issues that arise
Verbal and written communications to dealers and internal stakeholders is not only clear and effective, but also reinforces the CG value and brand perception
Ability to work independently, while delivering a high throughput and excellent customer experience

What you'll bring

Excellent verbal and written communication skills
Sharp organizational skills and attention to detail
Great time management skills with a proven ability to meet deadlines
Strong analytical and problem-solving skills
Experience with deescalating situations
Ability to function well in a high-paced and deadline driven environment
Proficient in Salesforce and able to quickly learn new systems

Working at CarGurus
We reward our Gurus' curiosity and passion with best-in-class benefits and compensation, including equity for all employees, both when they start and as they continue to grow with us. Our career development and corporate giving programs, as well as our employee resource groups (ERGs) and communities, help people build connections while making an impact in personally meaningful ways. A flexible hybrid model and robust time off policies encourage work-life balance and individual well-being. Thoughtful perks like daily free lunch, a new car discount, meditation and fitness apps, commuting cost coverage, and more help our people create space for what matters most in their personal and professional lives.

We welcome all
CarGurus strives to be a place to which people can bring the ultimate expression of themselves and their potential—starting with our hiring process. We do not discriminate based on race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. We foster an inclusive environment that values people for their skills, experiences, and unique perspectives. That's why we hope you'll apply even if you don't check every box listed in the job description. We want to know what only you can bring to CarGurus.#LI-Hybrid