About this role
About UsSereact is a rapidly growing embodied AI company revolutionizing industrial intelligence. We develop advanced robotics and artificial intelligence solutions that enable robotic systems to sense, reason, and act in real-world warehouse and factory environments, helping businesses streamline operations, increase productivity, and transform physical work.
Role OverviewAs a Robotics Support Lead, you will be responsible for leading and scaling our global technical support operations for AI-powered robotic systems. This role combines hands-on technical expertise with team leadership, ensuring that customer issues are resolved efficiently while continuously improving support processes, tools, and performance. You'll manage and mentor a team of support specialists, oversee ticket prioritization and escalation handling, and work closely with engineering and product teams to diagnose and resolve complex technical challenges. By leveraging data and customer insights, you will drive improvements in system reliability, support workflows, and overall customer satisfaction in a fast-paced, robotics-driven environment.
Your Responsibilities:
Lead and mentor a team of customer support specialists
Handle escalations and ensure timely resolution of complex issues
Develop and implement support processes, KPIs, and SLAs
Collaborate with engineering and robotics teams to resolve technical problems
Analyze support data to identify trends and improve product/service quality
Create and maintain knowledge base and documentation
Ensure high customer satisfaction and continuous improvement
Manage the global support queue, prioritising tickets based on urgency, impact, and SLA requirements
Provide regular reporting on ticket statuses, resolution times, and team performance to leadership
Requirements5+ years of experience in customer support or technical support
2+ years in a leadership or supervisory role
Experience working with robotics systems, automation, or hardware products
Strong problem-solving and communication skills
Familiarity with CRM tools and support platforms
Ability to manage cross-functional teams
Proven ability to manage high-volume ticketing and prioritise competing technical demands
Strong data literacy with experience reporting on operational metrics and projects
Preferred Qualifications
Background in robotics, mechatronics, or related field
Experience in SaaS + hardware environments
Familiarity with programming (Python, C++, ROS, etc.)
Knowledge of troubleshooting robotic systems or IoT devices
What We Offer:
Highly competitive compensation and excellent career development opportunities in a fast-growing company
Flexible working hours
Wellpass (gym membership)
Full coverage of accommodation, meals, and travel expenses while on deployment
A motivated team and an open corporate culture