Customer Support Lead

Що робити

• Design and manage a tiered support model with AI voice agents as the first line of support, human agent escalation, and Jira workflows for engineering-related issues.
• Build and maintain a comprehensive Help Center, including FAQs, troubleshooting guides, and self-service support resources.
• Own and optimize the consumer refund and dispute resolution process.
• Manage all customer support entry points, including in-car voice support, QR-code support flows, and support links in order confirmations and order history.
• Coordinate support workflows and escalation processes with OEM partners.