Customer Support Specialist (Shop Boss)

Technical Support Representative (Shop Boss)

About Vehlo

We started Vehlo in 2019 with a simple goal: to be the industry’s favorite provider of repair shop technology.

Across every part of the auto repair industry, Vehlo is igniting vehicle service success with software and financial solutions that unlock your potential. Our founder-led products power the entire service lane experience and keep customers coming back with streamlined tools that help you handle communication, workflow automation, touchless payments, valet pickup, and much more. We’re out to simplify the customer journey from start to finish and give power back to the people under the hood, making their jobs easier and your shop more profitable —just ask our over 30,000 customers, who generate more than 50M annual repair orders. At Vehlo, our only purpose is your success, and together, we’re reaching your goals faster than ever.

Being a Veep comes with more than a comprehensive benefits package—our biggest benefit is opportunity: Opportunity to make an impact, opportunity for growth, and opportunity for recognition and rewards. This is not a mega-corporation where you wonder what people are doing all day - every Veep is moving the ball forward day in, day out for our customers or for each other. 

About this role

This role is responsible for assisting customers with troubleshooting, workflow guidance, and issue resolution while delivering a high-quality customer experience. The ideal candidate is a strong communicator, enjoys problem-solving, and thrives in a fast-paced SaaS support environment. 

What You’ll Do:

• Provide frontline technical support to customers via phone, email, chat, and screen-sharing tools, diagnosing and resolving application, configuration, and workflow issues in a timely and professional manner. 

• Troubleshoot and document customer issues by gathering accurate details, reproducing problems when possible, and logging clear case notes to ensure effective follow-up and knowledge sharing. 

• Collaborate with internal teams including Product, Engineering, and Customer Success by escalating complex or recurring issues with well-defined steps, impact, and customer context. 

• Advocate for the customer experience by educating users on best practices, identifying product gaps or trends, and contributing to continuous improvement of documentation and support processes.