Lead Customer Support Operations Analyst at Tekion

United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Automotive, Technology, SaaSIndustries

Requirements

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

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

Skills

Key technologies and capabilities for this role

Workforce ManagementQuality AssuranceSOP DocumentationQueue ManagementAI IntegrationTeam LeadershipPerformance ManagementProcess ImprovementCustomer Support OperationsCoachingMentorship

Questions & Answers

Common questions about this position

Is this role remote or does it require being on-site?

The position is preferred on-site in Cincinnati, but remote work will be considered.

What are the main responsibilities of this role?

Responsibilities include overseeing a team of analysts with coaching and performance management, coordinating support programs like WFM, QA, SOPs, and Queue Management, monitoring metrics, leading SOP improvements, collaborating cross-functionally, ensuring QA execution, optimizing workforce analytics, driving AI adoption, and supporting incident response.

What skills or experience are needed for this position?

The role requires strong leadership and team management skills, expertise in support operations including WFM, QA, SOPs, queue management, and AI integration, ability to analyze metrics and drive improvements, and experience collaborating with cross-functional teams.

What is the team structure for this role?

You will directly oversee a team of Customer Support Operations Analysts, providing coaching, development, and performance management.

What makes a strong candidate for this Team Lead role?

A proactive and strategic leader with experience in support operations, team management, metrics analysis, process improvement, cross-functional collaboration, and AI-driven initiatives will stand out.

Tekion

Cloud-native platform for automotive retail management

About Tekion

Tekion has developed a cloud-native platform designed for the automotive retail industry. Its main product is a Dealer Management System (DMS) that utilizes technologies like Big Data, the Internet of Things (IoT), and Machine Learning (ML) to improve the operations of car dealerships. The DMS provides a centralized view and performance metrics for dealership groups, allowing for better management and increased operational efficiency. Tekion differentiates itself from competitors by being the first and fastest cloud-native DMS available, and it integrates seamlessly with major Original Equipment Manufacturers (OEMs) at no extra cost. The company's goal is to enhance dealership efficiency, profitability, and customer experience through its subscription-based software-as-a-service (SaaS) model, which also includes additional services to help dealerships identify upsell and cross-sell opportunities.

Pleasanton, CaliforniaHeadquarters

2016Year Founded

$617.8MTotal Funding

GROWTH_EQUITY_VCCompany Stage

Data & Analytics, Automotive & Transportation, AI & Machine LearningIndustries

1,001-5,000Employees

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

Risks

Competition from established players like CDK Global may impact Tekion's market share.

Data privacy concerns could arise from integrating generative AI into Tekion's platform.

Reliance on partnerships may pose risks if expected synergies are not achieved.

Differentiation

Tekion offers the first cloud-native platform for the automotive retail industry.

The platform integrates AI and machine learning for predictive analytics and personalization.

Tekion's Automotive Partner Cloud enables seamless data sharing across the automotive ecosystem.

Upsides

Increased adoption of cloud-native solutions boosts demand for Tekion's platform.

AI integration in dealership systems enhances customer experience and operational efficiency.

Subscription-based SaaS model aligns with industry trends, supporting Tekion's growth.

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