Team Lead, Customer Support (Automotive)

TL;DR

Team Lead, Customer Support (Automotive): Managing technical support operations and project execution for vehicle inspection systems with an accent on SLA compliance, budget tracking, and process standardization. Focus on leading Tier 1/2 support teams, optimizing installation workflows, and transitioning to automated self-healing support systems.

Location: Fully remote, must be available to work 12:00 PM – 8:00 PM PST

Salary: $100,000 – $120,000

Company

A pioneer in automated vehicle inspection systems utilizing advanced AI, computer vision, and machine learning for the automotive industry.

What you will do

• Lead and manage Tier 1 and Tier 2 support agents to ensure 90% SLA compliance.
• Oversee installation workflows, including resource scheduling and real-time software support.
• Track project budgets, hours, and costs, escalating deviations immediately.
• Act as the primary communicator for complex support tickets and incident resolution.
• Standardize SOPs and implement AI-driven self-healing support processes.
• Collaborate cross-functionally with Product, R&D, and Operations to resolve escalations.

Requirements

• 3+ years of experience in Technical Support (Tier 2+) or Technical Operations.
• Must be available to work 12:00 PM – 8:00 PM PST.
• Strong analytical skills with experience tracking project budgets, hours, and SLAs.
• Technical proficiency in Linux, Networking, and SQL basics.
• Experience with ticketing systems like Jira Service Management or Salesforce.
• Ability to manage logistics and communicate effectively with stakeholders.

Nice to have

• Experience leading a remote technical support team.
• Proficiency in Salesforce Field Service (SFS) and inventory management.
• Background in IoT, SaaS, or automotive technology.

Culture & Benefits

• Competitive medical, dental, and vision insurance.
• Company 401k match.
• 20 days of PTO plus company-paid holidays.
• Opportunities for career growth in a rapidly scaling environment.