Join the Overfuel Team!

Support Project Manager -

At Overfuel, you'll be part of a passionate, innovative team dedicated to transforming how automotive brands connect with customers online. Our platform streamlines digital marketing, website management, and lead generation, enabling our clients to accelerate growth and stay ahead in a competitive market. If you're excited to make customer experience great in a company that values creativity, collaboration, and continuous improvement, Overfuel is the place for you.

About the Role The Support Project Manager will own the health of our support queue. You'll work directly with the Support, Services, Account Management and Engineering teams to make sure every ticket keeps moving and every dealership gets a timely, complete resolution.

This role is idóneo for someone who is relentlessly organized, follows through without being asked, and gets real satisfaction from keeping work from going stale. You'll spot patterns, escalate risk early, and hold people (kindly) accountable across departments.

This is not a hands-off reporting role. You'll be in the queue every day, watching ticket age, status, ownership, and customer sentiment. You'll step in when something stalls, coordinate handoffs between teams, and make sure nothing is forgotten, lost between departments, or left waiting on an answer that never comes.

Essential Duties and Responsibilities

- Monitor the support queue daily for ticket age, status, ownership, priority, and SLA adherence.
- Make sure every ticket has a clear owner, a clear next step,



and keeps moving toward resolution.
- Identify and escalate aging, stalled, high-risk, or high-visibility tickets before they become customer problems.
- Coordinate across support, engineering, implementation, product, and sales when a ticket needs more than one team to resolve it.
- Follow up on tickets waiting on internal teams, third-party vendors, or dealership customers so they don't sit idle.
- Run regular queue reviews and stand-ups with the support team to surface blockers and set priorities.
- Flag concerning tickets to leadership, including churn risk, repeat issues, frustrated customers, and anything with revenue or reputation impact.
- Spot recurring issues and trends, and turn them into bug reports, product feedback, documentation updates, or process fixes.
- Maintain and improve support workflows, ticket categories, escalation paths, and handoff procedures.
- Track and report on queue health metrics such as volume, backlog, time to first response, time to resolution, and reopen rate.
- Make sure customers get clear, timely updates on long-running or escalated issues.

Ideal Background

- Experience in support operations, project management, customer success, implementation,



or a similar cross-functional role, ideally in SaaS.
- Hands-on experience with ticketing systems such as Freshdesk, Zendesk, Jira, or similar.
- Highly organized, detail-oriented, and persistent. You don't let things drop, and you notice when others have.
- Ability to communicate clearly with engineers, support agents, salespeople, dealership managers, and executives.
- Comfortable following up and holding teammates accountable while keeping relationships positive.
- Strong prioritization skills and the judgment to tell what's urgent apart from what's just loud.
- Ability to read data and trends and turn them into clear next steps and process improvements.
- Comfortable working in a fast-moving startup environment where priorities change and ownership matters.

Bonus Points

- Experience building support dashboards, SLA policies, or escalation frameworks.
- Prior experience at a dealership technology company, automotive SaaS company, OEM program vendor, agency, or dealership group.
- Familiarity with dealership software such as websites, CRM, chat, digital retail, inventory tools, and lead management.
- Basic understanding of websites, inventory feeds, lead forms, and third-party integrations, enough to triage technical issues and route them well.
- You're exploring how adopting AI can improve productivity, ticket triage, and queue management.

Benefits

- Competitive compensation packages
- Remote work environment with flexible scheduling
- Paid holidays

📌 Support Project Manager (Colombia)
🏢 Overfuel
📍 Colombia