Customer Support Team Lead

Aurora•Coppell, TX

1d•$83,000 - $134,000•Hybrid

About The Position

Aurora is building the customer support organization that stands behind the Aurora Driver as we scale commercial driverless trucking. We are looking for Customer Support Team Leads to guide a shift of Customer Support Representatives who serve as the first point of contact for the people who interact with Aurora technology: fleet and carrier customers, law enforcement and first responders, members of the public, and partners such as truck stops and service technicians. In this role you will keep your shift running smoothly, coach your team to deliver fast and caring resolutions, and serve as the escalation point for the contacts that need an experienced hand. You will also spend part of each shift handling contacts yourself across phone, chat, and email. This is a high-trust, safety-critical role where the standards you model shape how your whole team shows up for customers. Aurora Customer Support is a new and evolving team operating 24/7. Some issues will not yet have a defined path to resolution, and your team will look to you to interpret guidance, set priorities in the moment, and clear the roadblocks that slow them down. You will report to the Support Manager and work closely with partner teams such as the Command Center and Engineering to keep contacts moving. As Aurora scales and well-understood contacts move to automated handling, the work your team handles will grow more complex, and your role in developing their skills will grow with it. A successful candidate brings genuine care for customers and teammates, strong support expertise, and a steady presence under pressure.

Requirements

High school diploma or equivalent.
Three or more years in a customer support, contact center, or operations role in a high-volume, customer-centric environment.
One or more years of experience as a team lead, shift lead, supervisor, or senior representative with responsibility for guiding others.
Readiness to work a 24/7 shift schedule that includes nights, weekends, holidays, and rotating shifts, with occasional overtime during peak demand.
Hands-on experience with CRM and ticketing tools (such as Salesforce), real-time queue management, and Google Workspace.
Excellent written and verbal communication in English.
A track record of coaching others and giving clear, constructive feedback.
Strong prioritization and triage judgment, and comfort making sound decisions quickly with incomplete information.
A consistent focus on safety and a sense of personal responsibility for doing the right thing.
Aptitude for technology: you pick up new systems and technical tools quickly and enjoy understanding how things work.
Ability to stay calm, clear, and steady under pressure, and to help others do the same.
Keen attention to detail and disciplined documentation habits.

Nice To Haves

Bachelor's degree or equivalent.
Conversational Spanish or another second language, given the range of people who contact Aurora on the road.
Background in technical support and/or safety-critical support. Transportation, freight, or automotive experience is a plus.
Experience leading a team in a 24/7 or multi-shift environment.
A track record of improving team performance against support metric targets.
Experience with workforce management, quality assurance, or contact review programs.
Experience building knowledge base content or improving support processes.

Responsibilities

Lead a shift of Customer Support Representatives, making sure the queue is covered, contacts are prioritized correctly, and service level targets are met throughout the shift.
Make real-time adjustments to breaks, channel assignments, and coverage as volume shifts, and track schedule adherence across your shift.
Serve as the escalation point for complex, sensitive, and safety-critical contacts, and step in directly when a situation calls for it.
Handle a portion of inbound contacts yourself across phone, chat, and email, and model the standard for quality, documentation, and customer care.
Exercise judgment to interpret procedures and set the best approach when a contact falls outside established guidance, and bring those cases back to your manager so guidance can be updated.
Coach representatives through real-time support, contact reviews, and regular feedback, helping each person build skills and confidence.
Hold regular one-on-ones with each representative on your shift to review performance, set development goals, and discuss career growth.
Address conflicts and performance concerns on your shift early, and give your manager input on performance reviews, scheduling, and hiring.
Involve your team in day-to-day tactical decisions, and remove roadblocks that keep them from resolving contacts quickly.
Monitor team performance against response and resolution speed, first-contact resolution, resolution quality, and customer satisfaction targets, and act quickly when results slip.
Run shift handoffs so that open issues, emerging trends, and in-progress escalations carry over cleanly between shifts.
Build close working relationships with partner teams such as the Command Center, Engineering, and dispatch to keep escalated contacts moving.
Share regular updates on team progress with your manager, and flag obstacles, staffing gaps, and recurring customer issues early.
Support onboarding of new representatives and help keep knowledge base content accurate and current.