Client Care Advisor 2

Who is PureCars?

As the industry leader in automotive marketing, we're trusted by the best dealers in North America. From innovative solutions to support from trusted experts, making marketing easier is our job. PureCars provides everything dealers need to attract and convert more customers with tech-driven solutions, unmatched data capabilities, and direct access to support.

We are a certified digital provider for 20+ OEM programs and compliant with over 40 brands. We also serve 65 of the top 100 dealer groups in North America. We are proud to partner with leading organizations such as Google, Meta, Amazon, Spotify, Disney+, Microsoft, Oracle, and others to offer the widest range of advertising channels to our dealership clients.

We are focused on investing in world-class talent and technology in order to help our partners dominate their markets in new and innovative ways.

The Role:

The Client Care Advisor 2 is an advanced technical support and data operations professional responsible for maintaining the integrity of critical automotive, manufacturer, and application data while supporting complex customer and system-related issues. This role serves as a subject matter expert across AutoAlert products, data systems, and operational processes, ensuring customer-facing applications, incentives, vehicle information, pricing, financing programs, mappings, and integrations remain accurate, functional, and aligned with business requirements.

The Client Care Advisor 2 independently investigates and resolves complex customer, product, data, and workflow issues by conducting research, troubleshooting system behavior, validating data, and identifying root causes. Working closely with customers and internal stakeholders, this role gathers information, documents findings, and collaborates with Development, Product, Operations, and other teams to drive timely resolution. The Advisor is responsible for ensuring issues are thoroughly analyzed, appropriately escalated, and effectively communicated throughout the resolution process.

In addition to customer support and issue resolution, the Client Care Advisor 2 contributes to product quality and operational excellence through data audits, software release validation, user acceptance testing, process improvement initiatives, workflow enhancements, and knowledge base maintenance. This role requires strong analytical thinking, attention to detail, and the ability to evaluate complex business and system scenarios while identifying opportunities to improve products, processes, data quality, and the overall customer experience.

and provide recommendations that improve products, processes, and the overall customer experience.

Essential Functions of the Position:

• Troubleshoot, investigate, and validate Client Care cases before escalating issues to Development (DEV), ensuring cases are thoroughly documented and escalated in a timely manner.
• Add detailed documentation and supporting information to JIRA cases to facilitate effective resolution by DEV and Product teams.
• Communicate with clients and internal stakeholders to research issues, gather information, and provide appropriate solutions or follow-up.
• Provide backup support for Level 1 phones and chat, as needed.
• Participate in weekly meetings with DEV Project Managers to review open cases, priorities, releases, and outstanding issues.
• Collaborate with Development, Product, and Operations teams to document and address various business and system scenarios.
• Assist with User Acceptance Testing (UAT), including testing new functionality and validating business requirements.
• Perform product research and test various scenarios to identify potential issues and validate system functionality.
• Follow up on documentation and software releases, including:
• Testing cases and functionality following releases.
• Reviewing release notes.
• Identifying resolved issues and ensuring appropriate cases can be closed.
• Assist with key operational processes, including hold cases, cancellations and migrations, product enablement, and package changes, and user and employee roles and permissions.
• Work on case-type projects related to workflow and template creation, updates, and enhancements to support evolving business and operational needs.
• Audit case structure and case history when operational requirements or processes change.
• Maintain and update Client Care Knowledge Base articles within Salesforce.

Data & Application Responsibilities:

• Monitor and maintain assigned client applications, manufacturer data, and related system configurations to ensure information is accurate, current, and operational.
• Maintain and validate manufacturer, vehicle, financing, incentive, pricing, mapping, vendor, dealership, and OEM integration data.
• Conduct independent research and analyze data to identify discrepancies, resolve issues, and support business needs.
• Perform data audits and updates associated with product and application changes.
• Support data-related projects and system enhancements, including testing, documentation, and process improvements.
• Complete assigned projects and tasks, including Trello projects and other initiatives as needed.
• Perform other duties and responsibilities as assigned.

You are a team player with strong problem-solving skills and an innovative mindset. You will be a part of a creative, diverse, collaborative team of hardworking individuals to increase brand favorability, customer engagement and advocacy, and revenue growth.

Your Experience and Impact:

3+ years of experience in a technical support, SaaS, or client-facing technology role requiring independent problem-solving and decision-making

Proficiency in Salesforce

Competency with computer applications and programs

Strong business acumen and communication skills (written and verbal)

Demonstrated ability to manage complex client relationships with autonomy and sound judgment

Proven track record of identifying systemic issues and independently proposing solutions that improve operational outcomes

Detail oriented; high standards of confidentiality and data integrity

Presentation or training experience a plus

Bachelor's degree required, or equivalent combination of education and demonstrated technical expertise

Automotive industry experience preferred

Supervisor Responsibilities:

This position has no direct supervisor responsibilities but works with other team members inside and outside of the department.

Across all teams, we look for the following Values:

Be a Role Model

Be Passionate About our Partners' Success

Own Working Together

Deliver Results

PureCars is committed to building diverse teams and upholding an equal employment workplace that is free from discrimination. We hire amazing individuals regardless of their race, color, ancestry, religion, sex, gender identity, national origin, sexual orientation, age, citizenship, marital status, pregnancy, medical conditions, genetic information, disability, or Veteran status. Just be passionate, genuine, collaborative, data-driven, and entrepreneurial at heart!