Customer Care Team Lead

About Carvana

At Carvana, we’re changing the way people buy and sell cars. With an ambitious vision and a fundamentally different approach designed to be fun, fast, and fair, Carvana became the fastest-growing automotive retailer in history. We expanded nationally, went public on the New York Stock Exchange, sold our 1 millionth car, and reached the Fortune 500, all in just eight years. 

Working here means being part of a team that embraces change, celebrates creative problem-solving, and always strives to be better. At Carvana, you’ll have the opportunity to take on meaningful challenges, learn quickly, and help shape the future of automotive retail. If you’re driven to grow and make an impact as part of a collaborative team, you’ll fit right in. Learn more about what it’s like to work here from the people that already do. 

About the Team and Position

As a Team Lead, you're more than a supervisor; you're a coach, a motivator, and a champion for our customers and your team. This isn't your typical call center job. We're looking for an innovator who loves disrupting an industry, finding smarter ways to work, and building a positive culture where people can do their best work. We are looking for someone who is passionate about coaching, has knowledge of the Carvana customer experience process (or is able to quickly learn), and is willing to be in the trenches with their team.

What you’ll be doing

• Create a High-Performance Culture: Promote an environment that fosters a positive, energetic, and supportive environment built on coaching, accountability, and a shared passion for our customers. Be a continuous positive force within the office, creating strong morale and spirit throughout the team.
• Lead with Curiosity: Actively look for ways to improve the overall customer and employee experience. Implement new processes and revamp old processes to optimize efficiencies, questioning the status quo to find a better way.
• Use Data to Drive Business Decisions: Dive into performance reports to find opportunities and solve challenges, using your critical thinking skills to make our operations even more efficient.
• Be the Hero Our Customers Need: Address and effectively manage complex and sensitive customer-facing issues. When tricky problems arise, step in with empathy and creative solutions to make things right.
• Be a Collaborator: Proactively communicate with leadership regarding business performance, the adverse impact of decisions on the customers, and potential risks to the business. Partner with the right people to address concerns the move the business forward. 
• Other duties as assigned.

What You Should Have

To be able to do your job at Carvana, you should have:

• 2+ years of supervisory/leadership experience. 
• College Degree Preferred
• High School Diploma, GED, or equivalent education required.
• Ability to communicate clearly and concisely, both internally and externally.
• Ability to effectively delegate tasks to team members.
• Ability to multitask and prioritize effectively.
• Ability to diagnose and resolve complex issues.
• Experience working with all levels of management.
• Strong ability to coach and motivate others.
• Experience with strategic planning and process improvement.
• Successful track record of guiding teams to exceed goals.
• Strong customer relations skills. 
• Strong project management skills. 
• Excellent interpersonal and leadership skills. 

What We’Ll Offer In Return

• Full-Time Salary Position 
• Medical, Dental, and Vision benefits 
• 401K with company match 
• A multitude of perks, including student loan payments, discounts on vehicles, benefits for your pets, and much more 
• A great wellness program to keep you healthy and happy, both physically and mentally 
• A seat in one of the fastest-growing companies in the country

Other Requirements

• Experience with Tableau or other reporting tools 
• Ability to work variable schedule(s) as necessary.
• Ability to perform the job safely.
• Must be able to read, write, speak, and understand English. 

Of course, we’ll make any reasonable accommodations for those with disabilities to perform the essential functions of their jobs. 

Other Legal Stuff:

Hiring is contingent on passing a complete background check. This role is not eligible for visa sponsorship. 

Carvana is an equal opportunity employer. All applicants receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, marital status, national origin, age, mental or physical disability, protected veteran status, or genetic information, or any other basis protected by applicable law. Carvana also prohibits harassment of applicants or employees based on any of these protected categories. 

Please note this job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.