Provide first-level B2B SaaS customer support through phone, chat, and email. Troubleshoot dealership and product issues, manage high-volume cases, maintain accurate ticket records, meet SLAs and KPIs, and improve support documentation and processes. Collaborate with Product and Engineering to resolve issues and advocate for customer needs. The role requires strong communication, empathy, organization, analytical problem-solving, and technical product troubleshooting skills.
About Dealerware, Inc.
Dealerware 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.
Dealerware’s team is currently hiring for a Customer Support Specialist.
As a Customer Support Specialist, you will:- Provide first-level support for inbound cases from Dealerware customers via phone, chat, email, or by any other communication method employed by the team.
- Troubleshoot dealership support and product cases.
- Maintain end-to-end responsibility for customer support needs, providing timely, reliable, and courteous service.
- Be able to manage a high-volume caseload.
- Maintain accurate support case information in our ticketing system.
- Conduct regular case management to ensure adherence to all support standard operating procedures.
- Apply product knowledge and problem-solving skills to efficiently triage, investigate, and resolve support cases while meeting or exceeding SLAs.
- Make or suggest updates to Training and Knowledge Base (support articles and FAQs).
- Suggest operational efficiencies, such as macros (template responses)
- Work cooperatively with other departments to improve procedures, standards, documentation, and training, using intelligence gained from customer interactions.
- Advocate for customer needs with the Product and Engineering teams during product development discussions.
- Collaborate with the Product and Engineering teams to resolve product issues as necessary and in a timely manner, whether in person or virtually.
- Detail-oriented and highly organized
- Effective at managing your time and prioritizing appropriately
- Articulate with excellent, demonstrated verbal and written communication skills
- Able to quickly assess a situation and take appropriate action
- A respectful collaborator who works effectively with other teams
- 1-3 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
- Exceptional analytical and problem-solving skills
- Ability to meet and/or exceed established KPIs, SLAs, and OKRs
- Tech-forward, smartphone/mobile device proficient
- Ability to verbally educate and effectively convey knowledge on product use and process
- Excellent customer service delivery—demonstrated empathy, patience, and understanding in stressful customer situations—ability to put the customer at ease
- Prior experience in the retail automotive space, specifically within a dealership or automotive SaaS company
- Software and database knowledge and experience (e.g., Google products, Salesforce, Gainsight, Zendesk, or other CRM and ticketing systems)
- Competitive base salary with bonus incentive eligibility
- Full benefits (medical, dental, vision, disability)
- 401(k) with company match
- Tuition reimbursement and continuing education
- Unlimited paid vacation policy
- Modern office and a dynamic team in downtown Austin with free parking
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