Senior Customer Support Specialist

Senior Customer Support Specialist Fully Remote • Charlotte, NC - Charlotte, NC Apply Apply Description Sr. Customer Support Specialist About Vehlo: We started Vehlo in 2019 with a simple goal: to be the industry’s favorite provider of repair shop technology. Across every part of the auto repair industry, Vehlo is igniting vehicle service success with software and financial solutions that unlock your potential. Our founder-led products power the entire service lane experience and keep customers coming back with streamlined tools that help you handle communication, workflow automation, touchless payments, valet pickup, and much more. We’re out to simplify the customer journey from start to finish and give power back to the people under the hood, making their jobs easier and your shop more profitable —just ask our over 30,000 customers, who generate more than 50M annual repair orders. At Vehlo, our only purpose is your success, and together, we’re reaching your goals faster than ever. Being a Veep comes with more than a comprehensive benefits package—our biggest benefit is opportunity: Opportunity to make an impact, opportunity for growth, and opportunity for recognition and rewards. This is not a mega-corporation where you wonder what people are doing all day - every Veep is moving the ball forward day in, day out for our customers or for each other. About This Role: As a Senior Protractor Support Representative, you play a critical role in delivering exceptional support to our customers while serving as a technical expert for the Protractor platform. You will resolve complex customer issues, mentor team members, and collaborate with Product and Engineering to improve the customer experience. Success in this role means providing timely, high-quality resolutions, identifying trends before they become larger issues, and helping drive continuous improvements that increase customer satisfaction and team effectiveness. What You’ll Do: Resolve complex customer issues by leveraging advanced product knowledge and strong troubleshooting skills. Lead technical investigations by partnering with Engineering and Product teams to drive timely resolution of software defects and critical customer issues. Mentor and support fellow Support Representatives by sharing knowledge, coaching on best practices, and contributing to team development. Identify recurring customer issues and recommend process, documentation, or product improvements that reduce support effort and improve the customer experience. Advocate for customers by ensuring escalations are well-documented, prioritized appropriately, and communicated clearly throughout the resolution process. Contribute to operational excellence by maintaining accurate case documentation, improving knowledge base content, and supporting major incident response when required. Qualifications What You'll Need: 2-3 years of experience in technical software support, SaaS support, or a customer-facing technical support role. Strong analytical and troubleshooting skills with the ability to diagnose complex software, integration, and workflow issues. Excellent written and verbal communication skills with the ability to explain technical concepts to both technical and non-technical audiences. Experience managing high-priority customer escalations while maintaining professionalism and empathy. Ability to collaborate effectively across Support, Product, Engineering, and Customer Success teams. Strong organizational and time management skills with the ability to prioritize multiple competing priorities in a fast-paced environment. A continuous improvement mindset with a passion for mentoring others and enhancing support processes. Preferred Qualifications: Experience supporting automotive shop management software, dealership management systems (DMS), or repair shop operations. Experience with CRM platforms (Salesforce, Zendesk, HappyFox), SQL, APIs, or basic networking concepts. Note: This job description is intended to outline the general responsibilities and requirements of the role. It is not an exhaustive list of all duties, tasks, or responsibilities that may be required. Responsibilities and priorities may evolve over time, and the company reserves the right to make changes at any time with or without notice. Vehlo is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Vehlo makes hiring decisions based solely on qualifications, merit, and business needs at the time.