Team Lead, Verification

1 month ago


Tempe, United States Carvana Full time

**About Carvana**

Our mission is simple, we are changing the way people buy cars. We are the first 100% online car-buying experience, which means we have no sales team and no commission-based positions within our company. We are completely disrupting the auto industry by removing the painful process of the dealership experience and replacing it with a seamless and convenient online platform. **Here at **Carvana **we are passionate about delivering exceptional service to every customer** After purchasing a vehicle online, the customer can choose to have that vehicle delivered straight to their doorstep, or if they live near one of our awesome vending machines they can pick it up there. **One of our customer advocates will meet them with a BIG coin so they can experience our unique way of receiving their vehicle**

**About the team and position**

A Team Lead within the Verification Department will drive individual development and team success through constructive coaching and results-oriented motivation. The Team Lead will work closely with our Advocates and Managers to ensure that our Verification team performs to the best of their ability. We are looking for someone who is passionate about coaching, has knowledge of the Carvana customer experience process, and is willing to be "in the trenches" with their team.

**What you'll be doing**
- Leading, mentoring, and motivating the Verification team to perform at the highest level.
- Ensuring all Advocates meet or exceed all Carvana standards.
- Actively looking for ways to improve the overall customer and Advocate team experience.
- Implementing policies and procedures to exceed customer advocate standards.
- Maintain and produce daily, weekly and monthly reports of quality metrics and respective targets and goals.
- Addressing and effectively managing complex and sensitive customer-facing issues.
- Proactively communicating with leadership regarding business performance, adverse impact of decisions on the customers and potential risks to the business.
- Being a continuous positive force within the office, creating strong morale and spirit throughout the Advocate team.
- Other duties as assigned.

**What you should know**
- 5+ years' work experience in a customer-facing team environment
- 3+ years of management experience
- High School Diploma or GED equivalent required
- Bachelor's Degree highly preferred, or equivalent work experience
- Ability to communicate clearly and concisely, both internally and externally
- Experience working with all levels of management
- Strong ability to coach and motivate others
- Experience with strategic planning and process improvement
- Successful track record of guiding teams to exceed goals
- Strong customer relations skills
- Ability to diagnose and solve problems
- Strong project management skills
- Excellent interpersonal and leadership skills
- Willingness to work on weekends
- Enthusiasm and energy to contribute to and thrive in a rapidly growing start-up atmosphere where roles continually adapt as the company evolves

**What we'll offer in return**
- Full-Time Salary Position with competitive salary
- Medical, Dental, and Vision benefits
- 401K with company match
- A multitude of perks including student loan payments, discounts on vehicles, benefits for your pets, and much more
- A great wellness program to keep you healthy and happy both physically and mentally
- Access to opportunities to expand your skill set and share your knowledge with others across the organization
- A company culture of promotions from within, with a start-up atmosphere allowing for varied and rapid career development
- A seat in one of the fastest-growing companies in the country

**Other requirements**

To be able to do your job at Carvana, there are some basic requirements we want to share with you.
- Must be able to read, write, speak, and understand English.

Of course, we'll make any reasonable accommodations for those with disabilities to perform the essential functions of their jobs.



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