Senior Manager for Service Delivery & Dealer Retention

SimpSocial is looking for a Senior Manager to lead Service Delivery and Dealer Retention, overseeing customer service operations that support car dealerships throughout the U.S. This fully remote position, based in Pakistan, offers the opportunity to take full ownership of service teams located in Pakistan and the Philippines. The role focuses on driving performance improvements, enhancing dealer onboarding, and fostering a culture of accountability to deliver outstanding support for our AI-driven CRM and BDC automation products. The ideal candidate will bring extensive experience managing remote customer support teams, a strong background in SaaS onboarding, and the ability to engage directly with dealer leadership to rebuild trust and improve retention.

Key Responsibilities
- Lead and manage customer service teams across Pakistan and the Philippines, including team leads, shift scheduling, coverage, and performance management.
- Establish and maintain a robust accountability framework featuring clear KPIs, quality scorecards, call and ticket audits, attendance tracking, response-time goals, and continuous coaching.
- Redesign the dealer onboarding process from signup through go-live, incorporating detailed checklists, training materials, and milestone tracking to enhance the dealer experience.
- Develop and implement a comprehensive dealer retention strategy that includes proactive check-ins, account health monitoring, escalation protocols, and regular review meetings.
- Personally manage escalated dealer calls and issues to restore confidence and maintain strong relationships.
- Oversee support and ticketing workflows using Jira or similar platforms, ensuring all requests are properly documented, assigned, and resolved promptly.
- Prepare and deliver weekly reports to leadership covering team performance, dealer satisfaction, accounts at risk, and recurring product issues.
- Collaborate closely with product and engineering teams to convert dealer feedback into actionable product enhancements.
- Recruit, develop, and replace team members as needed to maintain a high-performing service organization.

Required Qualifications
- At least 5 years of experience managing customer support, customer success, or BDC/CSR teams, with a minimum of 3 years leading remote or offshore teams.
- Proven success in establishing accountability systems supported by data analysis, quality assessments, and coaching.
- Experience designing or improving onboarding processes for SaaS or CRM products.
- Excellent spoken and written English skills, with confidence in engaging dealer principals, general managers, and BDC managers.
- Practical knowledge of CRM platforms and support tools such as Jira or Zendesk.
- Willingness to provide candid feedback, make difficult decisions, and hold team members accountable.
- Ability to work hours overlapping with U.S. dealer time zones.

Preferred Qualifications and Benefits
- Experience within automotive dealership or BDC environments is advantageous.
- Familiarity with Twilio, 10DLC, and SMS compliance is a plus.
- This role offers genuine authority to rebuild a department with direct access to company leadership and minimal bureaucracy.
- Work remotely with full ownership and visible impact on a growing product competing in a market with outdated competitors.
- Competitive monthly salary ranging from Rs275,000 to Rs500,000.

Applicants must submit a brief 2-minute video introducing their recent management experience and explaining why they are the best fit for this role. Applications without the video will not be considered.