Customer Support Team Lead (Autonomous Vehicles)

Location: Coppell, Texas, United States; hybrid with at least 3 days per week in the office

Salary: $83,000–$134,000 per year, plus potential annual bonus, equity compensation, and benefits

Company

hirify.global develops self-driving technology for safer and more efficient mobility and logistics, including commercial driverless trucking.

What you will do

• Lead a shift of Customer Support Representatives, ensuring queue coverage, correct prioritization, and service-level performance.
• Adjust breaks, channel assignments, and staffing coverage in real time while monitoring schedule adherence.
• Handle complex, sensitive, and safety-critical contacts across phone, chat, and email, including escalations requiring direct intervention.
• Coach representatives through live support, contact reviews, one-on-ones, feedback, onboarding, and development planning.
• Monitor response speed, resolution speed, first-contact resolution, quality, and customer satisfaction, taking action when performance declines.
• Coordinate shift handoffs and escalations with the Command Center, Engineering, dispatch, and other partner teams.

Requirements

• High school diploma or equivalent.
• At least 3 years of experience in customer support, contact center, or operations in a high-volume, customer-centric environment.
• At least 1 year as a team lead, shift lead, supervisor, or senior representative responsible for guiding others.
• Availability for a 24/7 rotating schedule, including nights, weekends, holidays, and occasional overtime.
• Hands-on experience with CRM and ticketing tools such as Salesforce, real-time queue management, and Google Workspace.
• Excellent written and verbal English communication, with strong judgment, safety awareness, documentation discipline, and the ability to remain calm under pressure.

Nice to have

• Bachelor's degree or equivalent.
• Conversational Spanish or another second language.
• Technical support or safety-critical support experience, especially in transportation, freight, or automotive.
• Experience with 24/7 or multi-shift team leadership, workforce management, quality assurance, or contact review programs.
• Experience improving support metrics, knowledge bases, or support processes.

Culture & Benefits

• In-person collaboration is expected, with employees generally working from the office at least 3 days per week and some roles requiring up to 5 days.
• Work in a safety-focused environment supporting commercial driverless trucking.
• Eligible compensation includes an annual bonus, equity compensation, and benefits.
• Culture emphasizes integrity, ambitious goals, collaboration, inclusion, and personal responsibility for safety.