Senior Customer Support Program Manager, Tekion
+ Stock options + Bonus
Cloud-native platform for the automotive retail industry
Job no longer available
Cloud-native platform for the automotive retail industry
1001+ employees
Job no longer available
+ Stock options + Bonus
1001+ employees
Company mission
To build the world's best business applications in the cloud.
Role
Who you are
- Bachelor's degree or relevant, equivalent experience
- 10+ years of relevant experience in customer support, knowledge management, or AI integration
- Proven track record of deploying and managing AI-driven customer support solutions
- Strong understanding of KCS principles and practices
- Proficiency with AI technologies, particularly GPT-4, and their application in customer support
- Experience with ticketing and application monitoring tools
- Familiarity with cloud platforms like AWS or Azure
- Excellent written and verbal communication skills
- Strong analytical and problem-solving skills
- Demonstrated leadership abilities and experience managing cross-functional teams
- ITIL, Lean Six Sigma, or relevant AI certifications will be a plus
- Ability to work in a fast-paced environment and adapt to changing priorities
- Passion for leveraging technology to improve customer experiences and drive operational efficiency
What the job involves
- Optimize the integration of Generative AI in Customer Support:
- Evaluate and optimize our homegrown generative AI integrated chatbot, or other generative AI solutions, to enhance customer support interactions
- Ensure that AI solutions are learning effectively from our internal data repositories
- Develop strategies for support agents to properly train and interact with the AI to improve its accuracy and effectiveness
- Monitor and analyze the performance of AI tools, making data-driven improvements to maximize their impact
- Develop and Manage AI-integrated Knowledge Centered Support (KCS) Initiatives:
- Transition traditional knowledge base systems to AI-enhanced solutions
- Implement strategies to ensure the continuous improvement and accuracy of AI-generated content
- Drive Customer Support Scalability:
- Design and implement processes that leverage AI to handle increasing volumes of support requests efficiently
- Monitor and analyze the performance of AI solutions in customer interactions, making data- driven improvements
- Collaborate with Cross-Functional Teams:
- Work closely with product, technology, support, services, training, and engineering teams to ensure seamless operation and integration of AI tools
- Communicate updates, performance metrics, and AI-driven recommendations for product and customer experience improvements to internal stakeholders
- Ensure Compliance and Documentation:
- Maintain comprehensive documentation of AI integration processes, support workflows, and KCS methodologies
- Ensure all support activities comply with company policies and industry regulations
Otta's take
Theo Margolius
COO of Otta
Car dealerships suffer from an inefficiency problem. The paperwork and administration required to complete a sale requires dealers to manage a disjointed set of various software applications. Tekion is offering an enticing remedy - a cloud-based automative retail system that integrates the various software applications in a single infrastructure.
Competition has been strong, with rivals CDK Global and Reynolds & Reynolds offering a competitive raft of features, and benefitting from strong prior relationships with dealerships.
Tekion, however, has nevertheless secured customers for the software in 28 states - likely in part due to the efficiency of partnering with a single growing service as opposed to a disparate spread. The company is sparking interest from the right places too, with partners including GMC, Chrysler, and Chevrolet.
If the founders can leverage their experience at Tesla in improving efficiency, the system could prove a highly competitive newcomer with real potential for global spread. A reduction in processing time and paperwork is a hard proposition for dealerships to refuse.
Insights
Company
Funding (last 2 of 6 rounds)
Jul 2024
$200m
GROWTH EQUITY VC
Oct 2021
$250m
SERIES D
Total funding: $635.1m
Company 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 the Silicon Valley’s most dominant and successful companies
- Be part of an early stage, hyper-growth startup with the opportunity to grow and prosper
- Work on the latest and coolest technologies – everything is home-grown and built ground-up
- Dynamic work environment with a strong sense of community and collaboration
- Open and transparent culture that encourages innovation, rewards performance and discourages hierarchy
- Exciting opportunities for career growth and development
Company values
- Creativity
- Authenticity
- Integrity
- Collaboration
- Empathy
- Fearlessness
Company HQ
Pleasanton, CA
Founders
Jay Vijayan
(CEO)They started their career at Oracle, where they spent over 7 years in Management before spending 4 at VMware. They then worked at Tesla for 4 years, leaving their position as CIO to found Tekion in February 2016.
Guru Sankararaman
(COO)After working as a Chief Architect at Cisco, they joined Tesla for 4 years. Initially they served as Director of Information Technology and then later became VP of Information Technology. Left this role to co-found Tekion in 2016.
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