Customer Support Team Lead, UVeye
$100-120k
3+ days a week in office
Automated, AI-based inspection systems for vehicles
Job no longer available
Automated, AI-based inspection systems for vehicles
201-500 employees
Job no longer available
$100-120k
3+ days a week in office
201-500 employees
Company mission
To raise the standard of vehicle inspections, to help create better mobility and safer roads.
Role
Who you are
- 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
Desirable
- 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
What the job involves
- 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.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)
- People & Performance Management: 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
- Installation Management: 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
- Support & Incident Resolution: 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
- Execution & Budget Ownership: You will track OKR and real time "budget vs. actual" for every project, monitoring hours and costs for each work order and immediately escalating deviations
- Execute "Path to Autonomous Scale": Support the strategic transition from manual support to automated "self-healing" systems by standardizing SOPs and implementing AI agents over time
- Cross-Functional Collaboration: Work closely with Customer Success, Product, R&D, and Operations to resolve complex escalations and provide feedback on system stability
Our take
UVeye has developed contact-free vehicle inspection systems that leverage AI, ML, and computer vision to swiftly detect faults and abnormalities in vehicles. It’s a broadening out of UVeye’s original remit, which was inspection devices for military and police organisations - although sensitive security facilities like embassies and power plants still make up a critical part of UVeye’s business.
This pivot provided a real shot in the arm for UVeye, especially for its US expansion, where it struck gold in the automotive sector. Healthy funding has now come from major players like Toyota Tsusho, Hyundai Motors and Volvo, and the latter has committed to a long-term contract to install the tech in all its North American dealerships.
UVeye is astutely doubling down on its penetration into the $100B+ US automotive industry through flirting with expansions into the insurance sector - it’s partnered, for example, with W.R. Berkley. Insurance tech in this region is throwing itself into data-led digital transformation, and a system that allows UVeye to explore this kind of partnership alongside lucrative manufacturing and defence contracts makes for a very promising position indeed.
Freddie
Company Specialist at Welcome to the Jungle
Insights
38% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Jan 2025
$41m
LATE VC
May 2023
$100m
SERIES D
Total funding: $251.9m
Company benefits
- Private gym (including yoga and meditation class)
- Spacious work space
- Huge rooftop
- Free UVeye scan for your car
- Dog friendly
Company HQ
China Basin, San Francisco, CA
Leadership
Amir Hever
(Co-Founder & CEO)Previously a Software Engineer and Team Leader for the Israel Defense Forces, who continued to work on software with Correlsense and Movizzy. Subsequently served as VP of R&D at Visualead (ultimately acquired by Alibaba).
Ohad Hever
(Co-Founder & COO)Worked as a Clinical Electrophysiology Technician at Gamida, before serving as VP of Product at Elgoteam - where he had once spent time as a Project Manager.
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