About the job
Robotics Support Lead - EU
About Us
Sereact is a dynamic and innovative company specializing in embodied artificial intelligence, transforming the face of industrial intelligence. We are at the forefront of developing state-of-the-art robotics and AI solutions that empower robotic systems to perceive, reason, and interact within real-world warehouse and factory settings. Our mission is to assist businesses in optimizing operations, enhancing productivity, and revolutionizing physical work processes.
Role Overview
In your role as Robotics Support Lead, you will spearhead and scale our global technical support operations for AI-driven robotic systems. This position marries hands-on technical expertise with leadership, guaranteeing that customer concerns are addressed swiftly while continually refining support processes, tools, and performance metrics. You will mentor a team of support specialists, manage ticket prioritization and escalations, and collaborate closely with engineering and product teams to troubleshoot and resolve intricate technical issues. Utilizing data and customer feedback, you will enhance system reliability, support workflows, and overall customer satisfaction within a fast-paced, robotics-centric environment.
Your Responsibilities:
Lead and mentor a team of customer support specialists.
Manage escalations, ensuring the timely resolution of complex issues.
Develop and implement effective support processes, KPIs, and SLAs.
Collaborate with engineering and robotics teams to troubleshoot technical challenges.
Analyze support data to identify trends and improve product/service quality.
Create and maintain comprehensive knowledge bases and documentation.
Ensure exceptional customer satisfaction and ongoing improvement.
Oversee the global support queue, prioritizing tickets based on urgency and impact.
Provide regular updates on ticket statuses, resolution times, and team performance to leadership.
Requirements
Minimum of 5 years of experience in customer support or technical support.
At least 2 years in a leadership or supervisory capacity.
Experience with robotics systems, automation, or hardware products is preferred.
Excellent problem-solving and communication abilities.
Familiarity with CRM tools and support platforms.
Ability to manage cross-functional collaborations effectively.

