24/7 Customer Support Team Lead — Safety-Critical Ops

Auror Limited; Coppell (TX); On-site; USD 83,000 - 134,000; Full time

Benefits offered by this job

Annual bonus

Equity compensation

Benefits

Job summary

Aurora is seeking a Customer Support Team Lead in Coppell, TX to guide a shift of Customer Support Representatives providing 24/7 coverage for the Aurora Driver program. You will coach staff, prioritize contacts, and act as escalation for safety-critical issues, while partnering with Command Center and Engineering to keep contacts moving.

The role requires 3+ years in customer support with leadership experience, a 24/7 schedule, and strong English communication.

Qualifications

• Three or more years in a customer support, contact center, or operations role in a high-volume, customer-centric environment.
• One or more years of experience as a team lead, shift lead, supervisor, or senior representative with responsibility for guiding others.
• Readiness to work a 24/7 shift schedule that includes nights, weekends, holidays, and rotating shifts, with occasional overtime during peak demand.
• Hands-on experience with CRM and ticketing tools (such as Salesforce), real-time queue management, and Google Workspace.
• Excellent written and verbal communication in English.
• A track record of coaching others and giving clear, constructive feedback.
• Strong prioritization and triage judgment, and comfort making sound decisions quickly with incomplete information.
• A consistent focus on safety and a sense of personal responsibility for doing the right thing.
• Aptitude for technology: you pick up new systems and technical tools quickly.
• Ability to stay calm, clear, and steady under pressure, and to help others do the same.

Responsibilities

• Lead a shift of Customer Support Representatives, ensuring coverage, prioritization, and adherence to service level targets.
• Make real-time adjustments to breaks, channel assignments, and coverage as volume shifts.
• Serve as the escalation point for complex, sensitive, and safety-critical contacts.
• Handle a portion of inbound contacts across phone, chat, and email, setting the standard for quality and care.
• Interpret procedures and bring out-of-scope cases to management for guidance updates.
• Coach representatives through real-time support, reviews, and feedback to build skills.
• Hold regular one-on-ones to review performance and plan career growth.
• Address conflicts and performance concerns and contribute to reviews and hiring input.
• Involve the team in day-to-day decisions and remove roadblocks to quick resolutions.
• Monitor metrics like response time, first-contact resolution, and customer satisfaction; act quickly when needed.
• Run shift handoffs to ensure continuity of issues and escalations.
• Build relationships with Command Center, Engineering, and dispatch to keep escalated contacts moving.
• Provide regular updates to management and flag staffing gaps and recurring issues early.
• Support onboarding of new representatives and keep knowledge base content accurate.

Skills

Team leadership

CRM tools

English communication

Coaching others

Shift coordination

Education

High school diploma

Bachelor's degree

Tools

Salesforce

Google Workspace

Job description

Aurora is seeking a Customer Support Team Lead in Coppell, TX to guide a shift of Customer Support Representatives providing 24/7 coverage for the Aurora Driver program. You will coach staff, prioritize contacts, and act as escalation for safety-critical issues, while partnering with Command Center and Engineering to keep contacts moving.

The role requires 3+ years in customer support with leadership experience, a 24/7 schedule, and strong English communication.