Product Support Representative @ CarGurus

Who we are
At CarGurus (NASDAQ: CARG), our mission is to give people the power to reach their destination. We started as a small team of developers determined to bring trust and transparency to car shopping. Since then, our history of innovation and go-to-market acceleration has driven industry-leading growth. In fact, we’re the largest and fastest-growing automotive marketplace, and we’ve been profitable for over 15 years.

What we do
The market is evolving, and we are too, moving the entire automotive journey online and guiding our customers through every step. That includes everything from the sale of an old car to the financing, purchase, and delivery of a new one. Today, tens of millions of consumers visit CarGurus.com each month, and ~30,000 dealerships use our products. But they’re not the only ones who love CarGurus—our employees do, too. We have a people-first culture that fosters kindness, collaboration, and innovation, and empowers our Gurus with tools to fuel their career growth. Disrupting a trillion-dollar industry requires fresh and diverse perspectives. Come join us for the ride!

Role overview

As a core member of the Consumer Sales and Service team, the Product Support Specialist will be responsible for handling escalated consumer support issues from our outsource partner. They will also be tracking consumer feedback and issues that are submitted through third party channels, such as social media.

What you’ll do

Work with our Consumer Support team troubleshooting technical escalations and complex inquiries from consumers.
Enthusiastically help consumers and our internal partners in problem resolution
Track and analyze data from our user support channels to communicate contact trends with product and development teams.
Process reported content and activity to promote a secure online community.

What you’ll bring

Exceptional written and verbal communication skills
Exhibit a service-oriented approach with the ability to resolve user issues, recognizing when escalations are appropriate
Preferred typing speed of 60 words per minute, minimum of 45 words per minute required
Excellent organizational skills and ability to manage multiple priorities
Willingness to pitch in as needed to complete team projects or cover team operations

Working at CarGurus
We reward our Gurus’ curiosity and passion with best-in-class benefits and compensation, including equity for all employees, both when they start and as they continue to grow with us. Our career development and corporate giving programs, as well as our employee resource groups (ERGs) and communities, help people build connections while making an impact in personally meaningful ways. A flexible hybrid model and robust time off policies encourage work-life balance and individual well-being. Thoughtful perks like daily free lunch, a new car discount, meditation and fitness apps, commuting cost coverage, and more help our people create space for what matters most in their personal and professional lives.

We welcome all
CarGurus strives to be a place to which people can bring the ultimate expression of themselves and their potential—starting with our hiring process. We do not discriminate based on race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. We foster an inclusive environment that values people for their skills, experiences, and unique perspectives. That’s why we hope you’ll apply even if you don’t check every box listed in the job description. We want to know what only you can bring to CarGurus. #LI-Hybrid

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