• Engage with customers via phone, email, or chat to provide assistance and resolve inquiries and/or concerns.** • Process orders, refunds, and other requests accurately and efficiently.** • Learn and maintain a deep understanding of the products and services to effectively assist our customers.** • Properly document and maintain accurate records of customer interactions and transactions.** • Provide technical support and fast-paced critical thinking to anticipate our customer’s current and future needs.

• Lead a team of Member Support Representatives, providing regular coaching, feedback, and performance reviews. • Monitor individual and team performance against key metrics, including call volume, ticket resolution, and quality/manager feedback. • Serve as the first point of escalation for member issues that exceed representative-level resolution. • Manage day-to-day team workflow, including balancing live call coverage with ticket queue management.

• Organizational Leadership • Lead and develop a multi-functional team spanning Customer Support Engineers, Customer Operations Engineers, Implementation Engineers, and their managers. You manage managers — and you hold them accountable to outcomes, not just activity. • Establish clear ownership, escalation paths, and performance expectations across both the support and implementations functions. • Drive a culture of technical excellence, mission focus, accountability, and continuous improvement across the organization. • Own headcount planning, hiring, onboarding, and talent development for the combined function in partnership with the CTO and People team. • Customer Support Strategy & Operations • Define and own the customer support strategy, operating model, SLAs, and service tiers for a customer base operating across government, IC, and DoD environments. • Build and maintain support infrastructure — tooling, workflows, escalation frameworks, and on-call rotation — that can operate effectively across classification levels and ATO-bounded environments. • Define, track, and report on KPIs including SLA performance, MTTR, resolution rates, backlog health, and CSAT. Use data to drive decisions, not just describe them. • Own incident response coordination and ensure the team is always ready to respond to mission-critical issues with urgency and technical depth. • Partner closely with Mission Success, Engineering and Product to close the loop on customer-reported issues — driving root cause resolution, not just ticket closure. • Technical Implementations • Own the end-to-end technical implementation function: strategy, resourcing, execution, and quality assurance for all new customer onboarding and platform deployments. • Ensure implementation projects are delivered on time, within scope, and to the technical and compliance standards required by government customers (FedRAMP High, DoD IL4/IL5/IL6). • Build repeatable, scalable implementation methodologies and playbooks that reduce time-to-deployment without sacrificing quality. • Coordinate resource allocation across concurrent implementation projects, balancing capacity across support and delivery commitments. • Executive Partnership • Serve as the senior voice of the customer at the leadership level. Synthesize field intelligence, support trends, and implementation blockers into strategic recommendations for the CTO, Product, and GTM teams. • Partner with Sales and Mission Success to define post-sale handoff expectations, success criteria, and customer health metrics. • Represent the customer support and implementations function in executive planning, roadmap prioritization, and resource allocation conversations.

Role Description Drive your career forward with Percepta and join the people powering the world's leading automotive customer experiences. As a Customer Service Case Manager (Bilingual French) working fully remote in Melbourne, FL, you’ll be part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of our award-winning, people-first culture. As a Customer Service Case Manager (Bilingual French), you'll play a key role in creating exceptional customer experiences for a globally recognized leader in high-quality automotive products and services. You'll build lasting relationships with customers and prospective buyers by taking the time to understand their needs, concerns, lifestyles, and preferences. Through active listening, expert guidance, and timely, personalized solutions, you'll help resolve issues with confidence and care. During a Typical Day, You’ll: - Deliver an exceptional customer experience by building trust and guiding customers through the pre-purchase journey, including vehicle information, availability, specifications, promotions, products and services, and dealer connections. - Serve as a knowledgeable resource for product information, sales inquiries, and service support while handling inbound calls, emails, and chats in a professional, courteous, and timely manner. - Actively listen to customer needs, manage interactions efficiently, and resolve inquiries and concerns using available resources, including dealerships, subject matter experts, leadership, and field service engineers. - Serve as a liaison between customers, dealerships, and internal support teams to ensure timely follow-up, issue resolution, and overall customer satisfaction. - Document customer interactions accurately, return voicemail and email messages promptly, and maintain strong organizational and written communication skills. - Utilize customer satisfaction tools, including financial assistance, service plans, maintenance plans, and payment solutions, to resolve customer concerns and strengthen brand loyalty. - Participate in business initiatives, marketing and sales projects, special events, and other activities that support departmental and organizational objectives. - Achieve established performance goals, provide feedback to support continuous improvement, and collaborate effectively with team members to ensure shared success. Qualifications - High school diploma required; an Associate or bachelor’s degree is preferred. - Bilingual English and Canadian French (Fluent) – must be able to pass verbal and written assessments. - A minimum of two (2) years of experience in customer service, call center, hospitality, public relations, or sales. - Experience in a luxury field (hospitality or brand product) is a plus. - Knowledge of the automotive industry is a plus. - Strong verbal and written communication skills. - Strong customer service, interpersonal, and relationship-building skills. - Typing skills (minimum of 30 words per minute). Requirements - Pay rate of $20.34 per hour, inclusive of the base pay of $18.34 per hour + $2.00 per hour premium for the bilingual French skill. - Health/Dental/Vision/Life Insurance, with Flexible Spending Account (FSA) and Health Savings Account (HSA) options. - Traditional 401(k) Retirement Plan. - Vacation/Sick Time and Paid Holidays. - Tuition Reimbursement Training & Development Programs (Percepta College). - Employee Assistance Program (EAP). - Employee Discount Program. - Award-Winning Employee Rewards & Recognition Program (Perci Perks). Company Description Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty for its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support. - Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow. - Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction. - Leave it better – We take ownership and leave every process, person, and place better than we found it. - Win together – We succeed as one—celebrating, supporting, and showing up for each other. - Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.