Team Lead, Customer Service

Role Overview: If you are looking for a career at a dynamic company with a people-first mindset and a deep culture of growth and autonomy, ACV is the right place for you! ACV is a technology company that has revolutionized how dealers buy and sell cars online, transforming the automotive industry. ACV Auctions Inc. is seeking talented individuals to join their team in Chennai, India, offering a wide range of exciting opportunities across various roles in corporate, operations, and product and technology. The Team Lead, Customer Service role at ACV is responsible for providing coaching, training, and mentorship to drive customer success team members to hit and exceed their individual and team goals. This role collaborates across departments to advocate for customers and contribute to ACV's overall growth strategy. Key Responsibilities: - Must be able to support US business hours (7 pm - 4 am IST) - Actively support efforts to simplify and enhance the customer experience - Responsible for hiring, onboarding, and performance management of teammates within the department - Lead, coach, and empower the customer success team for success in their roles - Continuously coach and train team members to provide excellent customer service - Work cross-functionally with ACV teammates to build and maintain high-quality relationships for effective resolution of customer escalations - Oversee and manage escalations for assigned team accounts - Foster a positive team culture, participate in team development, and identify opportunities for improvement on the Customer Success Team - Act as the voice of the customer internally and ensure consistent customer message is embedded in processes - Perform additional duties as assigned Qualifications Required: - High School or GED required - 4+ years of customer service experience - Progressive supervisory experience preferred - Ability to read, write, speak, and understand English - Experience leading, supervising, or managing people preferred - Demonstrated collaboration, time management, influencing, and prioritization skills - Deep knowledge of dealership operations is a plus - Proven negotiation, mediation, decision-making, and de-escalation skills - Ability to remain calm under pressure - Previous experience at ACV or specialized experience from traditional auctions is a plus - Prior leadership experience a plus Additional Company Details: At ACV, the focus is on the Health, Physical, Financial, Social, and Emotional Wellness of teammates. ACV offers industry-leading benefits and wellness programs to support the well-being of their employees. The company values Trust & Transparency, People First, Positive Experiences, Calm Persistence, and Never Settling as their core values.,