[Remote] Customer Success Specialist

Note: The job is a remote job and is open to candidates in USA. SOMO | Sotheby's Motorsport is hiring a Customer Success Specialist to manage customer experience for consignors and bidders from initial inquiry through post-sale follow-up. The role resolves customer issues, coordinates auction and transaction workflows, and cross-trains to provide client service and auction operations coverage.

Responsibilities

• Before engagement: Respond to inquiries by phone, email, and chat; guide customers through account setup, registration, and verification; explain approved auction terms, fees, timelines, and next steps
• During engagement: Monitor active auction questions, provide timely updates, and support consignors and bidders through the bidding window. Coordinate with Auction Specialists for accurate vehicle information and specialist questions
• After engagement: Confirm next steps and coordinate invoicing, payment follow-up, title and document collection, vehicle release, and transport with the responsible teams. Track open items through transaction completion and check in after delivery
• Own customer concerns from intake through closure: Listen, document, triage, resolve routine matters within your authority, or route to the appropriate owner. Keep customers updated and promptly escalate sensitive, complex, or time-critical issues
• Build relationships that encourage repeat consignments, bidding, and referrals. Invite honest reviews and testimonials through consistent outreach; coordinate permissions for customer stories with marketing. Monitor review feedback, route concerns promptly, and respond using approved guidance
• Learn Client Service Coordinator and Auction Specialist workflows through shadowing, documented procedures, supervised practice, and demonstrated proficiency before independent coverage
• Support client service coverage across registration and verification, shared inquiries, customer records, document collection, payment follow-up, and vehicle release and transport coordination
• Support auction workflows as trained: Gather vehicle documentation, photos, history, and condition information; check listing materials for completeness and accuracy; track readiness and deadlines; and coordinate bidder questions and consignor updates
• Provide assigned coverage during peak volume, PTO, or role transitions. Use clear handoff notes, track commitments, and flag capacity conflicts early. Prioritize work with department leads when customer demand and coverage needs compete
• Maintain accurate CRM records, customer notes, transaction status, and issue logs, including the next action, owner, and deadline
• Maintain procedures, templates, and checklists for each workflow you cover. Run post-sale satisfaction outreach, summarize recurring issues, and recommend service improvements
• Work within delegated authority. Refer valuation, reserves, negotiations, payment or release approvals, and other specialist decisions to the appropriate owner until specifically trained and authorized
• Report regularly on response and resolution times, open issues, customer feedback, review activity, and coverage readiness

Skills

• 1–3 years of experience in customer success, client services, hospitality, sales support, account coordination, or a similar customer-facing role
• Clear, professional communication and a calm, practical approach to difficult conversations
• Strong organization, accuracy, and follow-through across multiple customers and deadlines
• Comfort with CRM systems, Microsoft Office or Google Workspace, and learning new platforms
• Curiosity, coachability, and willingness to learn several functions and apply feedback
• Sound judgment about escalation, confidentiality, and the limits of your authority
• Reliability and initiative in a remote environment, with flexibility as customer needs change
• Interest in collector cars and experience in auctions, automotive businesses, luxury retail, or online marketplaces are helpful
• Exposure to titling, transport, payments, or review platforms is a plus

Benefits

• Remote within the United States

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