Team Lead, Customer Support
About The Position
At UVeye, we're on a mission to redefine vehicle safety and reliability on a global scale. Founded in 2016, we pioneered the world's first fully automated suite of vehicle inspection systems. At the heart of this innovation lies our advanced AI-centric technology, representing the pinnacle of computer vision, machine learning, and generative AI within the automotive sector. With over $380M in funding and strategic partnerships with industry giants such as Toyota, Amazon, General Motors, Volvo, and Hertz, our technology is utilized in manufacturing plants, dealerships, wholesale auctions, delivery fleets, seaports, and more. Our growing global team of 250+ employees is committed to creating a workplace that celebrates diversity, encourages teamwork, and strives for excellence. As our Customer Support team Lead, you are the operational anchor for your assigned vertical. You bridge the gap between technical software support and project management. You are responsible for the technical support and "Plan vs. Actual" of every job—ensuring installations and support cases are not only solved technically but executed with a first time right approach, within budget and SLA. You will lead vertical specific Support agents and engineers from Tier 1&2 and act as the primary owner for system uptime and ticket resolution within your vertical(s).
Requirements
- 3+ years of experience 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 to drive process standardization.
- Technical proficiency in troubleshooting software/hardware integrations (Linux, Networking, SQL basics).
- Experience using ticketing systems (e.g., Jira Service Management, Salesforce) and CRM tools.
- Ability to manage logistics (ordering parts, scheduling resources) and communicate effectively with stakeholders.
Nice To Haves
- A "System Builder" mindset: Someone who proactively looks to automate repetitive tasks rather than just fixing them.
- Experience leading a support team or a remote technical team.
- Proficiency in Salesforce Field Service (SFS) and inventory management systems.
- Background in IoT, SaaS, or automotive technology.
Responsibilities
- Ensure that Tier 1 and Tier 2 agents are hitting the overall SLA of 90% for ticket resolution, as well as nuanced SLAs for priority accounts, in a consistent and autonomous manner.
- Manage the flow of installations across verticals to ensure SLA compliance. This includes collaborating with the Vertical Operations Manager on projections, identifying and ordering necessary parts, and providing real-time software support during the installation phase.
- Handle support tickets from start to finish, acting as the primary communicator to Customer Success Managers (CSM), Field Service Engineers (FSE) or other relevant stakeholders (Tier 3). Determine resolution paths based on Severity/Priority.
- Track OKR and real time "budget vs. actual" for every project, monitoring hours and costs for each work order and immediately escalating deviations.
- Support the strategic transition from manual support to automated "self-healing" systems by standardizing SOPs and implementing AI agents over time.
- Work closely with Customer Success, Product, R&D, and Operations to resolve complex escalations and provide feedback on system stability.
Benefits
- Competitive Medical, Dental, Vision.
- Company 401k Match.
- 20 PTO days, Company paid holidays.
- Career growth as we scale across the US.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
101-250 employees
