Customer Support Manager

Full-time

Description

About 700Credit

700Credit is the industry leader in providing cutting-edge credit and compliance solutions to the automotive sector. As the largest provider in the field, we are passionate about innovation, growth, and delivering the best for our clients. 700Credit is the largest provider of credit and compliance solutions to the automotive industry today. 700Credit is a dynamic, exciting place to work. We hire exceptional people and every one of them is empowered to think independently, to take initiative as an employee and to be innovative. 700Credit offers an excellent compensation/benefit package.

Summary

700Credit is seeking a motivated Customer Support Manager to lead our Customer Support and Setup Specialists in Southfield, MI. This role ensures a high-quality support experience across all product lines, directly impacting customer satisfaction and retention. The ideal candidate excels at translating technical solutions into user-friendly communication, managing team performance, and driving operational improvements.

Responsibilities

• Lead and support a high-performing Customer Support team: Oversee daily operations of Customer Support and Setup Specialists to deliver outstanding service across credit reporting, prequalification, fraud detection, and compliance product lines.
• Ensure adherence to service level agreements (SLAs): Monitor and manage team performance to meet or exceed targets with customer satisfaction, call resolution, and response times for critical issues.
• Manage and support 3rd Party Affiliate Partnerships: Oversee timely partner setups, coordinate affiliate follow-up, and maintain accurate reporting to ensure seamless onboarding and performance tracking.
• Provide technical support for advanced issues: Act as a point of escalation for complex cases involving credit bureau integrations, API errors, and automotive DMS connectivity challenges.
• Document and track key support metrics: Maintain accurate records of customer interactions and support outcomes, ensuring detailed and consistent documentation in the case management system. Document, publish, and maintain up-to-date setup instructions to ensure consistency and operational efficiency.
• Collaborate with internal stakeholders: Partner with Sales, Implementation, Compliance, and Development teams to ensure seamless customer experience and drive continuous improvement initiatives.
• Serve as primary contact for key escalations: Manage high-visibility, executive-level customer concerns and maintain relationships with strategic dealer accounts.

Requirements

Preferred Skills & Experience

• 5+ years of experience in customer support, including 2+ years in a management or team lead role
• Bachelor’s degree in Business Administration, Information Technology, or a related field
• Background in the automotive or financial services industries, with knowledge of dealership operations and credit reporting workflows
• Proven ability to meet and exceed key performance metrics such as customer satisfaction and operational efficiency
• Technical proficiency with CRM platforms, case management tools, and API troubleshooting
• Strong analytical skills with experience in generating performance reports and using data to inform decisions
• Familiarity with regulatory frameworks including FCRA, PCI-DSS, and data privacy laws
• Excellent verbal and written communication skills with the ability to collaborate across teams and engage with both technical and executive stakeholders
• Professional, solution-oriented approach to customer interactions and escalations