Lead Customer Support Operations Analyst

Tekion is seeking a proactive and strategic Team Lead – Customer Support Operations to join its growing Operations team. This role involves day-to-day management and driving continuous improvement across the support function. The Lead will oversee a team of analysts, optimize efficiency, and enhance customer experience by managing Workforce Management (WFM), Quality Assurance (QA), SOP Documentation, Queue Management, and integrating AI-driven solutions. The role requires strong analytical skills and collaboration with cross-functional teams to improve tools and workflows.

Must Have

• Directly oversee a team of Customer Support Operations Analysts, providing coaching and performance management.
• Coordinate and monitor multiple support programs like WFM, QA, SOP Documentation, and Queue Management.
• Act as a subject matter expert and escalation point for operational challenges.
• Monitor key operational metrics, analyze trends, and implement improvement plans.
• Lead the design, maintenance, and continuous improvement of SOPs.
• Collaborate with cross-functional teams to enhance tools, workflows, and customer experience.
• Ensure QA programs are effectively executed and uphold excellence in support interactions.
• Partner with workforce analysts to optimize resource allocation and scheduling.
• Deliver regular operational reporting and updates to management.
• 3-5+ years of experience in customer support operations, with 1-2 years in a supervisory or lead capacity.
• Proficiency with data reporting and visualization tools (Excel, SQL, Power BI/Tableau).
• Hands-on experience with customer support/ticketing systems, WFM, and QA tools.
• Proven ability to deliver results through mentoring, coaching, and motivating teams.
• Excellent communication, cross-functional collaboration, and stakeholder management skills.
• Experience with designing and maintaining operational documentation and SOPs.

Good to Have

• A track record of leading or participating in technology-driven transformation (AI, automation, etc.) in a support environment.
• Experience supporting high-growth SaaS, software, or technology environments.
• Familiarity with process improvement methodologies.
• Prior experience managing remote or hybrid teams.

Perks & Benefits

• Competitive compensation and generous stock options
• 100% employer-paid top-of-the-line medical, dental and vision coverage
• Unlimited PTO
• Parental leave
• Free snacks and beverages
• Opportunity to work with bright minds from Silicon Valley’s dominant companies
• Be part of an early stage, hyper-growth start-up
• Work on the latest and coolest home-grown technologies
• Dynamic work environment with a strong sense of community and collaboration
• Open and transparent culture that encourages innovation and rewards performance
• Exciting opportunities for career growth and development

About Tekion:

Positively disrupting an industry that has not seen any innovation in over 50 years, Tekion has challenged the paradigm with the first and fastest cloud-native automotive platform that includes the revolutionary Automotive Retail Cloud (ARC) for retailers, Automotive Enterprise Cloud (AEC) for manufacturers and other large automotive enterprises and Automotive Partner Cloud (APC) for technology and industry partners. Tekion connects the entire spectrum of the automotive retail ecosystem through one seamless platform. The transformative platform uses cutting-edge technology, big data, machine learning, and AI to seamlessly bring together OEMs, retailers/dealers and consumers. With its highly configurable integration and greater customer engagement capabilities, Tekion is enabling the best automotive retail experiences ever. Tekion employs close to 3,000 people across North America, Asia and Europe.

Preferred on site in Cincinnati, but will consider remote

Job Description

Tekion is seeking a proactive and strategic Team Lead – Customer Support Operations to join our growing Operations team. This role is pivotal in both day-to-day management and driving continuous improvement initiatives across the support function.

As Team Lead, you will provide operational oversight, guidance, and mentorship for analysts, while partnering with cross-functional leaders to optimize efficiency and elevate the customer experience. You’ll steward the execution and refinement of multi-program functions—including Workforce Management (WFM), Quality Assurance (QA), SOP Documentation, Queue Management, and the integration of AI-driven solutions.

Roles and Responsibilities:

• Directly oversee a team of Customer Support Operations Analysts, providing coaching, development, and performance management.
• Coordinate and monitor multiple support programs such as Workforce Management (WFM), Quality Assurance (QA), SOP Documentation, Queue Management, and AI-driven process improvement initiatives.
• Act as a subject matter expert and escalation point for operational challenges, troubleshooting issues across support processes and tools.
• Monitor key operational metrics (ticket volumes, resolution time, CSAT, etc.); analyze trends and implement improvement plans.
• Lead the design, maintenance, and continuous improvement of SOPs across programs.
• Collaborate with cross-functional teams (Support, Product, Engineering, AI/ML teams) to enhance tools, workflows, and customer experience.
• Ensure QA programs are effectively executed—calibrating across reviewers, synthesizing feedback, and upholding excellence in support interactions.
• Partner with workforce analysts to optimize resource allocation, scheduling, and workforce analytics for multiple queues and product lines.
• Drive automation and AI adoption initiatives, partnering with Development/AI analyst to pilot, assess, and operationalize new technology.
• Support major incident response efforts—coordinating communications, resource shifts, and post-mortem analysis.
• Deliver regular operational reporting and updates to management and key stakeholders.
• Foster a culture of collaboration, knowledge sharing, and innovation within the team.
• Support hiring, onboarding, and training of new team members as needed.

Qualifications:

• 3–5+ years of experience in customer support operations or similar environments, with at least 1–2 years in a supervisory, lead, or project/program ownership capacity.
• Strong analytical, organizational, and problem-solving skills.
• Proficiency with data reporting and visualization tools (Excel, SQL, Power BI/Tableau, etc.).
• Hands-on experience with customer support/ticketing systems, WFM, and QA tools.
• Proven ability to deliver results through others—mentoring, coaching, and motivating teams.
• Excellent communication, cross-functional collaboration, and stakeholder management skills.
• Experience with designing and maintaining operational documentation and SOPs.
• A track record of leading or participating in technology-driven transformation (AI, automation, etc.) in a support environment is a plus.

Preferred Skills:

• Experience supporting high-growth SaaS, software, or technology environments.
• Familiarity with process improvement methodologies.
• Prior experience managing remote or hybrid teams.

Sponsorship

• Please note that visa sponsorship is not available for this position.

Perks and Benefits

• Competitive compensation and generous stock options
• 100% employer-paid top-of-the-line medical, dental and vision coverage
• Great benefits including unlimited PTO, parental leave and free snacks and beverages
• The opportunity to work with some of the brightest minds from Silicon Valley’s most dominant and successful companies
• Be part of an early stage, hyper-growth start-up with the opportunity to grow and prosper
• Work on the latest and coolest technologies – everything is home-grown and built ground-up
• A dynamic work environment with a strong sense of community and collaboration
• The open and transparent culture that encourages innovation, rewards performance and discourages hierarchy
• Exciting opportunities for career growth and development