Net Driven

• Lead, coach, and develop technical support supervisors while building a culture of accountability, collaboration, and continuous improvement. • Own staffing forecasts, capacity planning, queue health, and operational performance across assigned teams. • Ensure teams meet or exceed service targets, including SLAs, CSAT, response and resolution times, backlog health, and other key performance indicators. • Serve as the final escalation point for major customer or operational issues, coordinating resolution across internal stakeholders as needed. • Drive onboarding, training, quality assurance, and leadership development strategies. • Analyze support trends, customer feedback, and escalations to identify recurring issues and drive root-cause-based improvements. • Partner with Product, Engineering, and other cross-functional teams to resolve systemic issues and improve the end-to-end customer experience. • Improve support processes, documentation, and tools to increase consistency, scalability, and efficiency. • Provide regular reporting and actionable insights to senior leadership on performance, staffing, risks, and improvement initiatives.

• drive sales and business development efforts • discover new opportunities with current and potential clients • provide expert digital marketing advice to dealerships • conduct consultations and demos to showcase services • collaborate with internal teams to create digital marketing strategies • monitor and optimize digital marketing campaigns • exceed sales targets