Senior Customer Care Specialist

Senior Customer Care Specialist (Onsite)

As the leading innovator in Vehicle-to-Government (V2Gov) technology, Vitu is transforming the way vehicles, businesses, government, and drivers interact with one another.

Vitu provides innovative, cutting-edge services to the motor vehicle industry.

Our namesake solution manages titling and registration transactions in all 50 states and across multiple locations — all on one platform.

With the mission of expanding and automating Vehicle-to-Government (V2Gov) transactions, the Vitu platform is reimagining how drivers, businesses and governments interact with vehicles.

Vitu has offices in California, Florida, Georgia, Illinois, Indiana, Minnesota, Montana, North Carolina, New Hampshire, New Jersey, New York, Ohio, Oregon, Pennsylvania, and Virginia.

Job Summary

The Senior Customer Care Specialist provides frontline support to customers by addressing inquiries, processing service requests, and ensuring a positive user experience.

This role focuses more on complex problem-solving, mentoring, cross-team collaboration, and strategic impact.

Key Responsibilities


* Act as a go-to expert and escalation point for high-impact, sensitive, or unresolved issues.


* Handle complex, multi-touch, or high-priority cases requiring coordination across multiple teams.

Providing tier 1 and tier 2 support through inbound call queues and supporting ticketing systems


* Drive improvements in customer experience by identifying trends, creating documentation, or leading initiatives.


* Mentor and coach Specialists I and II; provide feedback and assist in onboarding/training.


* Collaborate closely with cross-functional leadership (Product, Engineering, Customer Success) to represent the voice of the customer.


* Lead or participate in special projects, pilot programs, or support strategy initiatives.


* Analyze customer feedback and support data to identify areas for team or product improvement.


* Ensure adherence to high standards of security, privacy, and compliance in all customer interactions.


* May take on queue management, quality assurance, or workflow optimization tasks.

Minimum Qualifications and Experience


* High School Diploma/GED and 3 years of experience related to customer service OR  any level degree or certification beyond HS diploma/GED


* 5 years' experience in Client Services, Support, or related functions in the technology or software industry preferred


* Strong technical skills (Microsoft Office, Salesforce.com, or similar CRM, contact center software)


* Serves as a customer care agent for an assigned customer base or product area.


* Responds to customer inquiries received via telephone or online.


* Documents and reports on customer inquiries, status, and resolution.


* Automotive industry software support experience


* Contact Center Operations experience (telecom, workforce management, forecasting, call monitoring, etc...