Senior Customer Operations Specialist

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About the team and the role:

Caramel is thrilled to be joining the eBay group of companies. We are a car checkout platform that makes private party and independent dealer sales simple and safe, now under the eBay portfolio. We hire talented, driven people and enable them to flourish. We are hiring for 2 exceptional Sr Customer Operations Specialists who will own various key components of a Caramel transaction and serve as a leading voice of the company to our customers. 

What you will accomplish:

• Manage various vendors and internal activities throughout sales to lead customers through the Caramel checkout process

• Be the product/technical expert for customers. This can mean liaising with the engineering team to triage product issues customers may be facing, advising customers of workarounds, and ultimately translating technical solutions to customer-friendly language

• Manage customer financing, from working with lenders to enhance and adjust customer approvals to collaborating with customers and lenders to collect and submit critical documentation

• Prepare custom sale documentation, including state, federal and dealer forms

• Providing direct phone support to customers as required, especially during times of high volume

• Serve as an escalation point for customer service when more complex solutions are required

• Maintain and influence Standard Operating Procedures (SOPs) to ensure consistency and effectiveness

• Enhance our customer and operations Knowledge Base

What you will bring: (limit to 6 bullets)

• Bachelor’s degree or equivalent preferred

• 1-3+ years of operations or customer support experience, ideally within the technology and automotive industries

• Proficient with or the ability to quickly learn an array of computer software and Microsoft office applications

• Effective communication skills via any means with individuals of any level internally and externally, employing a consultative approach

• Ability to help non-technical customers solve technical issues, employing sophisticated problem-solving and analytical skills 

• Automotive industries experience and basic knowledge of automobile terminology and purchase and sale documentation preferred

Where & When You Will Work:

• Remote from the US, based in Pacific or Mountain time zones

• Schedule Options (one of each needed)

  • Tuesday to Saturday; T-F 11am-7pm PT and Saturday 9-5 PT

  • Monday - Friday, 11am-7pm PT

The base pay range for this position is expected in the range below:

Base pay offered may vary depending on multiple individualized factors, including location, skills, and experience. The total compensation package for this position may also include other elements, including a target bonus and restricted stock units (as applicable) in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as PTO and parental leave). Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, employees will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

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