VP, T&R and Customer Support

At ACERTUS culture is everything. We want people to want to work here. We have weekly huddles to hear from our team on how we can improve. And guess what? We act on your ideas!

The VP of T&R and Customer Support will play a pivotal role in managing complex employee relations issues, developing, and implementing performance management processes, and leading the T&R team to ensure that T&R initiatives are strategically aligned with business objectives.

Schedule: Monday-Friday (8am -5pm)

Pay: Based on Experience

Must be willing and able to travel to different ACERTUS office/hub locations from time to time.

What will you be doing?

• Responsible for all T&R operations across ACERTUS
• Responsible for customer support across ACERTUS
• This means directly managing the CS teams supporting T&R and Driveaway
• This includes responsibility for all central ACERTUS tools such as Ring and ZenDesk for interacting with customers
• This includes creating standard ways to measure all customer interactions across ACERTUS whether they are done by a CS rep or other ACERTUS team member
• Responsible for growing our T&R business by partnering with customer success on new sales and growing wallet share
• Responsible for partnering with product and technology to improve our operational tools and processes
• Responsible for achieving SLA in T&R and Customer Support

What are we looking for?

• Bachelor’s degree in human resources, Psychology, Business Administration, or any other related field
• 5- 10 years as Director of Customer Support or similar experience
• 5-10 years of operations experience
• Must have experience managing people
• Must have experience managing customer support
• Experience implementing new procedures and policies to provide excellent customer support.
• Previous experience in the Title and Registration space preferred
• Logistics or Transportation experience preferred.

Benefits

At ACERTUS we believe that our employees are our greatest asset. Our benefits include:

• Medical, Dental and Vision Insurance benefits start on the 1st day of the month following your start date.
• Company Paid Time Off
• 8 Company Paid Holidays
• 401(k) with auto-enrollment at 3% starts on the 1st day of the month following your start date.
• Casual Dress Code

About ACERTUS

ACERTUS is an automotive logistics company specializing in vehicle lifecycle solutions. Our client centric model is enabled by our people, processes and innovative technology that are a differentiator in the industry. Our comprehensive portfolio of services is designed to provide solutions throughout the lifecycle of a vehicle. We offer a full suite of vehicle transportation services, customizable technology, a national title and registration platform plus compliance services, and a growing vehicle storage footprint throughout North America. ACERTUS – Relentless Drive to Deliver!

ACERTUS is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.