Senior Manager, Customer Operations

The Company:

Caramel is a well-funded and venture-backed auto tech company founded in 2021. We’re growing quickly and have partnerships live and launching with some of the largest names in automotive. That means opportunities abound. We hire talented, driven people and enable them to flourish to any height. Every day, month, and year.

Benefits:

Caramel is a remote workplace headquartered in Los Angeles, California. We offer medical, vision and dental coverage for employees and their families and a 401(k)-retirement plan.

Position Summary and Responsibilities:

This is a full-time salaried role. As Senior Manager of Customer Operations, you will be responsible for managing various key components of a Caramel transaction and you will be a leading voice of the company to our customers. Essential Functions include:

• Managing various vendors and internal activities throughout sales to lead customers through the Caramel checkout process
• Being the product/technical expert for customers. This can mean liaising with the engineering team to triage product issues customers may be facing, advising customers of workarounds, and ultimately translating technical solutions to customer-friendly language
• Managing customer financing, from working with lenders to enhance and adjust customer approvals to collaborating with customers and lenders to collect and submit critical documentation
• Preparing custom sale documentation, including state, federal and dealer forms
• Serving as an escalation point for customer service when more complex solutions are required for sales
• Maintaining and influencing Standard Operating Procedures (SOPs) to ensure consistency and effectiveness
• Enhancing our customer and operations Knowledge Base
• Understanding and following all work rules and procedures and following lawful directions from Supervisors
• Upholding the company's non-disclosure and confidentiality policies and agreements

Other duties* as assigned.

*Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice

Who You Are:

You have a great work ethic and great energy. You have a consistent track record of identifying needs and successfully implementing solutions. You’re driven to exceed expectations. You care deeply about people and processes. You’re a deep product advocate and make the most of every task and opportunity. You’re collaborative, enjoy being part of a high-growth team and thrive in a start-up environment.

What You’ll Need:

• Bachelor’s degree or equivalent required
• 2-5 years of operations or customer support experience, ideally within the technology or automotive industries'
• Proficient with or the ability to quickly learn an array of computer software
• Effective communication skills via any means with individuals of any level internally and externally
• Exceptional customer service skills
• Team player and listener
• Strong consultative skills
• Excellent analytical and problem-solving skills
• Outstanding organizational and leadership skills
• Ability to efficiently work from a home office environment
• Ability to understand and assist non-technical customers with technical issues
• Basic knowledge of automobile terminology and purchase and sale documentation is a plus

Physical Requirements:

General office (including home office) environment requiring ability to:

• Sit for extended periods of time
• Clearly speak and listen to others in person, via computerized virtual meetings and over the phone
• Type using a keyboard and read from computer screen and reports

Caramel is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. As part of this commitment, Caramel will not consider any characteristic or category protected by state or federal law in hiring or employment decisions, including but not limited to race, national origin, color, religion, sex, sexual orientation, gender identity, disability, age, status as a parent, or genetic information. Caramel will ensure that persons with disabilities are provided reasonable accommodations, unless such accommodation would cause an undue hardship. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact us at 800-976-8305 or by e-mail at hr@drivecaramel.com.