Partner Support Generalist, AutoFi
CA$50-55k
+ Stock options
Commerce platform for the automotive industry
Job no longer available
Commerce platform for the automotive industry
201-500 employees
Job no longer available
CA$50-55k
+ Stock options
201-500 employees
Company mission
AutoFi's mission is to bring joy and trust to the auto retail experience by empowering sellers to succeed in a complex environment.
Role
Who you are
- An ideal candidate will have strong communication, time management, prioritization and organizational skills
- They must have excellent critical thinking, attention to detail, be able to work under pressure and cross-functionally in a fast paced environment
- 2-3 years experience working in Client Support and/or Account Management roles required
- 1+ years experience working with SaaS solutions and integrations required
- Ability to work with data, formulas and functions in MS Excel and Google Sheets
- Ability to work well with technical and non-technical team members at various management levels, ranging from support to development
- Experience cultivating trust and building relationships interdepartmentally and with clients
- Excellent written/verbal communication and presentation skills, and ability to navigate challenging internal/external situations
- Excellent organization, time management, problem solving and critical thinking skills
- Self-starter who takes initiative and works well both independently and as part of a team
- Familiarity with Jira, Salesforce and Postman considered an asset
- Automotive industry experience is a big plus!
What the job involves
- Reporting into the Head of Operational Services, the Partner Support Generalist works across various Partner programs and in support of internal team members to compile accurate data files, perform data entry functions, complete program configurations, as well as organize and prioritize incoming requests to the appropriate skill levels within Support
- In this role, you will ensure records for our Enterprise level partners are established and maintained appropriately over time, as well as provide basic support for Dealer level programs
- You will work closely with both Partners and their representatives, as well as internal Account Management and Support to ensure their needs are consistently met with quality
- Operations plays a key role in providing support for all of AutoFi’s clientele inclusive of individual Dealerships, Vendors and Enterprise level Partners
- They triage all incoming requests, resolve general inquiries, make program adjustments, troubleshoot challenges, and ensure Clients/Partners are able to connect with the appropriate resources
- They monitor program performance, proactively taking steps to resolve potential gaps, gain efficiency, improve quality and capitalize on enhancement opportunities
- Participate in building a transparent, cohesive and collaborative team environment with a culture of open communication and feedback
- Each member of our team is challenged to contribute in a variety of capacities across the entire organization and show their individual strengths, from product to customer experience
- Work cooperatively within the Operations Support team to assist with first line support responsibilities as necessary across all Partner verticals, inclusive of triaging incoming requests to the appropriate Skill levels, handling user accessibility needs and similar
- Own configuration of and accurate participant records keeping for Enterprise Partner programs, including both initial implementation of and required maintenance to Dealer participants over time
- Compile thorough and accurate data files, ensuring cleanliness and formatting are suitable for downstream use including en-mass records updates and reporting
- Work collaboratively with different departments including Dealer Implementations, Operational Services, Data, Analytics and Product/Engineering to identify and apply the best course of action towards implementing and supporting Enterprise partner program needs
- Work directly with Enterprise Partner and Dealership personnel, decision makers and their representatives/vendors to maintain and optimize their program configurations and use of AutoFi’s platform offerings
- Respond promptly and professionally to internal and external Client inquiries verbally and in writing, following up as needed towards a satisfactory outcome against established SLAs
- Maintain lines of communication with vendors, internal and external Clients to ensure adherence to protocols and a satisfactory support experience
- Develop and maintain comprehensive documentation related to our approach to various Partner programs, nuances and requirements
- Identify common requests and challenges, collaborate with the team to determine strategies for mitigating them, and work with the team to establish repeatable best practices for handling or transitioning these items as appropriate
- Actively communicate ideas or suggestions to internal team members that may increase efficiency, leverage automation, and drive higher quality outcomes to suit changing business needs
- Complete basic troubleshooting and escalate where needed issues affecting Partner program health to the appropriate stakeholders for resolution, following through as necessary to ensure a satisfactory outcome
- Participate cross-departmentally to develop and enhance best practices and processes towards effectively supporting our Partners in a consistent, efficient fashion
Our take
The automotive industry has historically relied on brick-and-mortar dealerships, but recent financial and technological innovations provides fertile ground for optimizations in sales. Dealerships have the opportunity to greatly boost revenue and customer scopes by offering lending services and providing sales journeys, but developing the infrastructure for such services is expensive and complex.
AutoFi provides a commerce platform for the automotive industry, offering dealerships tools for technology-driven online and showroom commerce, lending APIs, banking connections, and customizable sales journeys. The company's partnerships include automotive lenders such as Ford Credit, Santander, and Wells Fargo, helping dealerships to improve the affordability of their products while ensuring customer data compliance and protection.
Whilst the services that AutoFi’s technology facilitates are nothing new, many dealerships are unable to provide them due to a lack of connection with banks and credit providers, and the company has been smart to recognize this. Through its unified platform of customer experience and affordability tools, the company claims it can help dealerships boost revenue, with deal time reduced by 70% by improving access to automobile lending.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-12% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Mar 2022
$85m
GROWTH EQUITY VC
Aug 2017
$10m
SERIES A
Total funding: $114.5m
Company benefits
- Medical, Dental & Vision covered by AutoFi
- Flexible work hours
- Excellent compensation structure
- Competitive pay and remuneration package
- Visionary leadership team
- Growth opportunities within a dynamic culture
Company HQ
Financial District, San Francisco, CA
Leadership
Kevin Singerman
(CEO & Co-Founder)Experience as Senior Vice President of Business Development and COO of SunGard from 2003 to 2012. Vice President of Corporate Development for Lending Club from 2014 to 2015.
Mandar Gokhale
(CTO & Co-Founder)Experience as Founder Engineer and Head of Product for Microplace Inc. from 2007 to 2011. Director of Product Management for GoDaddy from 2012 to 2015.
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