Senior Product Specialist

Who we are
At CarGurus (NASDAQ: CARG), our mission is to give people the power to reach their destination. We started as a small team of developers determined to bring trust and transparency to car shopping. Since then, our history of innovation and go-to-market acceleration has driven industry-leading growth. In fact, we're the largest and fastest-growing automotive marketplace, and we've been profitable for over 15 years.
What we do
The market is evolving, and we are too, moving the entire automotive journey online and guiding our customers through every step. That includes everything from the sale of an old car to the financing, purchase, and delivery of a new one. Today, tens of millions of consumers visit CarGurus.com each month, and ~30,000 dealerships use our products. But they're not the only ones who love CarGurus-our employees do, too. We have a people-first culture that fosters kindness, collaboration, and innovation, and empowers our Gurus with tools to fuel their career growth. Disrupting a trillion-dollar industry requires fresh and diverse perspectives. Come join us for the ride!
Role overview
As a core member of the team, this individual will be responsible for onboarding our Sell My Car product, collaborating with cross functional stakeholders such as CarOffer, internal teams and dealer clientele. This individual will ensure the dealer is set up for success post sale with their extensive dealership knowledge and training of the product
They will be supporting the sales organization to help reduce churn, providing feedback and enchantment to our product teams, ensuring our sales and service has the right tools to set up their dealers for success post 30 days, while also educating dealers on the quality of leads while on this product.
What you'll do

• Proactively deliver support to small to large multi-rooftop dealers across the CarGurus customer base, leveraging current resources as well as innovating on existing processes or resources to improve the customer experience
• Product configuration and activation via phone/video, providing a high-touch support experience for our largest customers
• Deliver expert product training and best practices to dealers
• Provide resources and guidance to sales & service account teams
• Create new product support resources as needed
• Follow and/or develop processes and SOPs for product support
• Quickly escalate support cases to the Product Specialist team management and cross-functional team stakeholders as needed
• Drive ongoing retention, product utilization, and engagement with dealers post-configuration
• Drive and/or support scaling initiatives for products, such as external webinars for training, internal newsletter updates, etc.

Who you are

• 4+ years of professional experience
• Working knowledge of the automotive industry
• Strong understanding of Digital Deal and willingness to adopt & deliver new product support in the future
• Excellent verbal, written, and interpersonal communication skills, with the ability to convey complex ideas clearly and effectively.
• Strong attention to detail and presentation skills
• Desire to learn and leverage AI tools for personal performance and business gains
• Thrive in a collaborative environment, acting as a connector between CarGurus customers, the Product Specialist team, and cross-functional stakeholders
• Ability to approach complex problems with curiosity and an open mind
• Willing to go the extra mile to solve problems for your customers, team, and business

Working at CarGurus
We reward our Gurus' curiosity and passion with best-in-class benefits and compensation, including equity for all employees, both when they start and as they continue to grow with us. Our career development and corporate giving programs, as well as our employee resource groups (ERGs) and communities, help people build connections while making an impact in personally meaningful ways. A flexible hybrid model and robust time off policies encourage work-life balance and individual well-being. Thoughtful perks like daily free lunch, a new car discount, meditation and fitness apps, commuting cost coverage, and more help our people create space for what matters most in their personal and professional lives.
We welcome all
CarGurus strives to be a place to which people can bring the ultimate expression of themselves and their potential-starting with our hiring process. We do not discriminate based on race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. We foster an inclusive environment that values people for their skills, experiences, and unique perspectives. That's why we hope you'll apply even if you don't check every box listed in the job description. We also encourage you to tell your recruiter if you require accommodations to participate in our hiring process due to a disability so we can provide the appropriate support. We want to know what only you can bring to CarGurus. #LI-Hybrid