Customer Care Lead

INEOS Automotive seeks a Customer Care Lead to own escalated customer matters across the Americas, bridging the gap between owners, retail partners, and technical teams to deliver timely, compliant, and brand-aligned outcomes.

Requirements

• Ownership: Lead the resolution of owner escalations with a "fix it once, fix it right" mentality
• Brand Recovery: Direct engagement with owners to de-escalate consumer concerns, restoring confidence through authentic, transparent communication
• Risk Mitigation: Serve as the primary lead for consumer concerns ensuring rapid, coordinated responses
• End-to-End Execution: Manage the Lemon Law and voluntary buyback process, coordinating with Retailer and Field teams to ensure compliance while minimizing financial exposure
• Documentation Excellence: Audit repair orders and sales disclosures to identify gaps in retailer service performance that lead to buyback risks
• Internal Liaison: Act as the critical link between the Call Center, Field Teams, Legal, and Retailers
• Retail Partner Synergy: Work closely with our specialized Retailer network to standardize escalation protocols and ensure a premium "hand-off" experience
• Root Cause Analysis: Analyze customer feedback, surveys, and escalation trends
• Executive Briefing: Prepare concise "Pulse of the Customer" reports for North American leadership

Benefits

• 401k Matching
• Retirement Plan