AutoFi is the leading provider of digital commerce technology that powers the sales and finance experiences for the most innovative brands and dealers in automotive. The AutoFi platform enables a more transactional buying experience with $4B in funded loans processed through AutoFi annually. AutoFi’s dynamic selling platform empowers dealers to sell vehicles more efficiently and profitably, both online and in the showroom. We are funded for years of future growth and backed by investors including Crosslink Capital, Santander Holdings USA, SVB Financial Group, Ford, BMW iVentures and JP Morgan Chase.
Our team is diverse – spread out across the U.S. and Canada, we have backgrounds from finance and technology as well as deep experience in all areas of the auto space. We’re empathetic, gritty, curious, and humble owners of this business and are supported by some of the biggest names in the auto and financial industries as commercial partners. We’ve never been more excited about the opportunity in front of us to help transition the auto industry from offline to online. If changing a trillion-dollar industry sounds exciting, we’d love to hear from you.
About the Role
Reporting into the Head of Operational Services, the Dealer Partner Support Specialist works directly with our Dealership and Dealer Group partners to ensure their program parameters are maintained and functioning as intended post implementation, supporting the ongoing evolution of their programs and steady-state needs. You will become a subject matter expert with a deep understanding of AutoFi’s suite of products and services, what activities can be taken to provide stability as well as enhance our Partner’s experience with AutoFi, and be able to provide exceptional support to both internal and external Clients alike.
Partner Performance Services plays a key role in operating as the first line of support for all of AutoFi’s clientele, inclusive of individual Dealerships, Vendors and Enterprise level Partners. They triage all incoming requests, resolve general inquiries, make program adjustments, and ensure Clients/Partners are able to connect with the appropriate resources. They monitor program performance, proactively taking steps to resolve potential gaps and capitalize on enhancement opportunities.
An ideal candidate will have strong communication, time management and organizational skills, as well as an ability to work effectively with highly technical and non-technical teams alike across varying levels of management. They must have excellent attention to detail, and be able to work under pressure and cross-functionally in a fast paced environment. Each member of our team is challenged to contribute in a variety of capacities across the entire organization and show their individual strengths, from product to customer experience.
Responsibilities
- Participate in building a transparent, cohesive and collaborative team environment with a culture of open communication and feedback.
- Work directly with Dealership personnel, decision makers and their representatives to maintain and optimize their program configurations and use of AutoFi’s platform offerings.
- Work collaboratively with the Performance Management team (Dealer Strategy/Account Management) to ensure Dealer Partner needs are understood and well communicated.
- Respond promptly and professionally to internal and external Client inquiries verbally and in writing, following up as needed towards a satisfactory outcome against established SLAs
- Coordinate with different internal departments including Dealer Implementations, Operational Services, Data and Analytics to identify the best course of action towards supporting existing features and implementing optimizations for current Dealer partners.
- Maintain lines of communication with vendors, internal and external Clients to ensure adherence to protocols and a satisfactory support experience.
- Work cooperatively within the Partner Performance Services team to assist with first line support responsibilities as necessary across all Partner verticals.
- Proactively develop and implement strategies that identify areas of opportunity and risk mitigation related to the use of AutoFi’s products within different Dealership environments across in-store and digital retail sales models.
- Develop and maintain internal processes for proactively screening Dealer Partner Programs for performance anomalies, inclusive of taking necessary steps to resolve challenges identified.
- Escalate issues affecting Dealer Partner program health to the appropriate stakeholders for resolution when applicable, following through as necessary to ensure a satisfactory outcome.
- Assist with developing and maintaining instructional documentation related to the application and ongoing maintenance requirements of various configuration options and features, inclusive of the nuances, pros and cons of various approaches.
- Recommend new procedures for increasing the efficiency and effectiveness of the day to day Dealer Support ecosystem while cooperatively building and expanding on knowledge and documentation related to AutoFi’s suite of products and their use cases.
- Identify common requests and challenges, strategies for mitigating them, and work with the team to establish repeatable best practices for handling or transitioning these items as appropriate.
- Work cross-departmentally to develop and enhance best practices and processes towards effectively supporting our Partners in a consistent, efficient fashion.
- Able to work flexible hours as needed: Some evenings and weekends
Qualifications
- Must live in the Pacific time zone (US)
- 3-5 years experience working in Support and/or Account Management roles
- 2-3 years experience working with SaaS solutions and integrations
- Experience with APIs, JSON and Website programming (CSS & HTML) strongly preferred but not required
- Familiarity with car dealership business models and related roles/responsibilities strongly preferred
- Excellent written/verbal communication skills, and ability to navigate challenging internal/external situations
- Detail oriented, with excellent organization, critical thinking and time management skills
- Self-starter who takes initiative and works well both independently and as part of a team
- Familiarity with Jira, Salesforce and Postman considered an asset
- Automotive industry experience is a big plus!
What’s in it for you:
- We offer full training and a competitive total rewards package along with great benefits
- Medical, Dental & Vision coverage – 100% premium coverage for employee / 50+% for dependents
- Flexible work hours
- Remote environment
- Competitive pay
- Visionary leadership team
- Growth opportunities within a dynamic culture
- Wellness & cultural initiatives (fitness challenges, wellness webinars, virtual games, regional activities, etc.)
- Up to $1K per year for employee professional development
- Stock options – we are all owners!
Individual compensation decisions are based on a number of factors, including the candidate’s experience and qualifications and local market conditions. Please note, the foregoing salary range does not reflect an employee’s total compensation package, which may include bonus, company equity, and health benefits.