Customer Support / Success Associate – AutoGrab

A Customer Support / Success Associate at AutoGrab supports automotive dealerships, finance providers, and industry partners in effectively using AutoGrab’s vehicle data, pricing intelligence, and valuation platform.

Job Description – Customer Support / Success Associate

Key Responsibilities

Provide day-to-day customer support via email, phone, chat, and ticketing systems

Assist clients in using AutoGrab products, including:

• vehicle valuation tools
• pricing intelligence dashboards
• dealer management systems

Troubleshoot and resolve customer issues such as:

• login and account access problems
• incorrect or missing vehicle valuation data
• platform bugs, system errors, or API-related issues

Support onboarding of new dealership and enterprise clients

Deliver product training and guidance to ensure effective platform adoption

Escalate complex technical issues to engineering or product teams

Maintain accurate customer records in CRM systems (e.g., HubSpot, Salesforce)

Monitor customer satisfaction, engagement, and retention metrics

Identify opportunities for upselling or account expansion (light commercial support)

Collaborate closely with sales, product, and engineering teams to improve customer experience

Provide feedback to internal teams on product improvements based on customer needs

Role Overview

Skills & Competencies

Strong verbal and written communication skills

Experience in customer service, SaaS support, or technical support roles

Ability to quickly learn software platforms and digital tools

Problem-solving mindset with attention to detail

Basic technical understanding of web platforms and APIs (advantageous)

Experience using CRM and ticketing systems such as Zendesk, Intercom, or HubSpot

Strong organisational and time management skills

Ability to work collaboratively across sales, product, and engineering teams

Interest in the automotive industry is highly desirable

Preferred Experience

Previous SaaS customer success or technical support experience

Exposure to automotive, dealership, or fleet management systems

Experience in data-driven platforms or analytics tools

Background in customer onboarding or account management support

Why This Role Matters

The Customer Support / Success Associate plays a key role in ensuring AutoGrab clients can effectively use vehicle data and pricing insights to make informed commercial decisions. The role directly contributes to customer satisfaction, retention, and long-term platform success.

Pay: From $6,500.00 per month

Benefits:

• Childcare assistance
• Dental insurance
• Employee mentoring program
• Extended annual leave
• Life insurance
• Maternity leave
• Parental leave
• Professional development assistance
• Vision insurance

Work Location: In person