Team Lead, Customer Support

TL;DR

Team Lead, Customer Support (AI Automotive): Lead technical support operations and installation management for AI-powered vehicle inspection systems with an accent on SLA compliance, budget tracking, and cross-functional collaboration. Focus on managing Tier 1/2 agents, resolving high-priority incidents, and implementing automation for self-healing systems.

Location: California, full-time (US)

Salary: $100,000 – $120,000

Company

hirify.global pioneers AI-centric vehicle inspection systems used in manufacturing plants, dealerships, fleets, and seaports worldwide.

What you will do

• Manage Tier 1 and Tier 2 support agents to achieve 90% SLA for ticket resolution and priority accounts.
• Oversee installation flows, including parts ordering, projections, and real-time software support.
• Handle support tickets end-to-end, communicate with CSMs, FSEs, and escalate to Tier 3 as needed.
• Track project OKRs, budgets vs. actuals, and escalate deviations immediately.
• Standardize SOPs and support transition to automated AI agents for self-healing systems.
• Collaborate with Customer Success, Product, R&D, and Operations on escalations and feedback.

Requirements

• 3+ years in Technical Support (Tier 2+) or Technical Operations
• Strong analytical skills with experience tracking project budgets, hours, and SLAs
• Experience creating SOPs and technical documentation
• Technical proficiency in troubleshooting software/hardware integrations (Linux, Networking, SQL basics)
• Experience with ticketing systems (Jira Service Management, Salesforce) and CRM tools
• Ability to manage logistics (parts ordering, resource scheduling) and stakeholder communication

Nice to have

• "System Builder" mindset for automating repetitive tasks
• Experience leading support or remote technical teams
• Proficiency in Salesforce Field Service (SFS) and inventory management
• Background in IoT, SaaS, or automotive technology

Culture & Benefits

• Competitive Medical, Dental, Vision coverage
• Company 401k Match
• 20 PTO days plus company-paid holidays
• Career growth opportunities as the company scales across the US