Customer Tech Care Lead

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of daily operations including capacity planning, sprint organization, task allocation, and maintaining quality standards.

• Guide and develop automation engineers; establish processes for code and architecture reviews.

• Set and monitor unit KPIs such as ticket deflection rate, automation coverage ratio, and recurrence prevention.

• Communicate unit performance to management; suggest headcount and tooling investments supported by data analysis.

• Act as the main technical point of contact for all escalated issues: reproduce problems, identify root causes, and outline resolution strategies.

• Access production/staging systems, internal dashboards, and databases (SQL/NoSQL) for direct issue investigation.

• Analyze logs, event streams, payment records, subscription statuses, and user journey data.

• Design and supervise automation solutions that effectively address recurring issue categories autonomously.

• Develop multi-step pipelines that integrate Zendesk triggers, internal API calls, and changes in database states.

• Lead the design and implementation of LLM-based agents capable of diagnosing and resolving issues independently.

⛳️ Requirements

• Over 5 years of experience in automation engineering, technical support engineering, or platform engineering, with 1–2 years in a team lead or tech lead role.

• Proven ability to troubleshoot production issues through direct system access, including logs, SQL/NoSQL databases, API responses, and event streams.

• Practical experience in building LLM-based agents or AI-driven automation (e.g., OpenAI API, function calling, embeddings, or similar technologies).

• Proficient in Python; capable of producing high-quality scripts for automation, data remediation, and API orchestration.

• Experience in designing Zendesk automation pipelines (triggers, automations, ZAF apps) or similar support platforms.

• Knowledge of event-driven architecture and API integration patterns (REST, webhooks, async queues).

• Proven record of managing support metrics such as deflection rate, first contact resolution (FCR), customer satisfaction (CSAT), and time-to-resolution.

🏝️ Benefits

• Health: compensation for medical expenses provided by the company.

• Balance: Flexible paid time off, offering 21 days of annual leave plus 10 bank holidays.

• AI solutions: Access to AI subscriptions and other tools.

• Innovative Environment: We embrace experimentation and innovation in the EdTech sector.

• Collaborative Culture: Join a team of passionate professionals who share your drive and enthusiasm.