Customer Support Team Lead

Role & responsibilities

• Lead the customer support function for Autorox and manage day-to-day support operations.
  Handle escalated customer issues and ensure timely and effective resolutions.
• Mentor and guide the support team, set performance standards, and ensure quality support delivery.
• Develop support processes, FAQs, and best practices to improve efficiency and reduce ticket volumes.
• Collaborate closely with Product, Engineering, and Implementation teams to resolve complex issues.
• Track customer usage patterns and proactively identify gaps where workshops need more hand-holding.
• Drive customer satisfaction (CSAT), retention, and support SLAs.
• Conduct periodic training for customers and internal teams on new features or updates.
• Gather customer feedback and convert insights into actionable inputs for product improvement.
  

Preferred candidate profile

• 3 to 6 years of hands-on experience in SaaS product support (B2B preferred).
• Strong understanding of ticketing systems, escalation management, and customer success workflows.
• Excellent communication skills and the ability to break down tech issues into simple language.
• Prior experience leading or mentoring a small team is a strong advantage.
• Ability to work cross-functionally and handle high-pressure customer situations.
• Strong problem-solving mindset and ownership-driven attitude.
• Experience with tools like Freshdesk, Intercom, or similar platforms.
• Exposure to software onboarding, implementation, or customer success roles.
• Understanding of automotive or workshop workflows (not mandatory but good if you already knew that, training will be provided).