Customer Tech Care Lead Customer Care Department - Remote

The company is building a Customer Tech Care unit - a specialised engineering squad embedded within Customer Care, whose sole purpose is to technically resolve every user issue that cannot be solved by a standard support agent. As the Lead, you will be the technical authority and organisational backbone: triaging escalated tickets, directing your team of automation engineers, coordinating with product and infrastructure engineering, and personally architecting or approving every solution shipped.

This is not a traditional support lead role. You will spend the majority of your time in systems - querying databases, reproducing bugs in staging, reading logs, designing automation flows, and evaluating LLM agents. You are the bridge between what support teams observe and what engineering teams build.

What You’ll Do

• Team Leadership & Unit Operations

• Own day-to-day operation: capacity planning, sprint structure, task distribution, and quality standards.

• Mentor and grow automation engineers; define code and architecture review processes.

• Establish and track unit KPIs: ticket deflection rate, automation coverage ratio, recurrence prevention.

• Report unit performance to management; propose headcount and tooling investments backed by data.

• Escalation Triage & Technical Investigation

• Serve as the primary technical intake point for all escalated issues: reproduce problems, isolate root causes, scope resolution paths.

• Access production/staging systems, internal dashboards, and databases (SQL/NoSQL) to investigate issues directly.

• Analyse logs, event streams, payment records, subscription states, and user journey data.

• Own the diagnostic protocol and ensure team members follow structured investigation runbooks.

• Automation Solution Architecture

• Design and oversee automation solutions that resolve recurring issue categories without human intervention.

• Architect multi-step pipelines spanning Zendesk triggers, internal API calls, and database state changes.

• Define the solution taxonomy (macro vs. API vs. LLM agent vs. DB script) and enforce it across the team.

• Approve all automation flows before production deployment; enforce rollback and monitoring standards.

• LLM & AI Agent Delivery

• Lead design and deployment of LLM-based agents capable of diagnosing and resolving issues autonomously.

• Define agent architecture for context injection: user profile, subscription state, events, ticket history from DB.

• Oversee training loop quality: curate high-quality resolved tickets to improve agent accuracy.

• Evaluate agent performance quantitatively; own escalation decisions vs. further automation.

• Engineering–Support Interface

• Act as authoritative translator between support teams (who observe symptoms) and engineering teams (who own systems).

• Maintain a shared escalation taxonomy and SLA matrix agreed with both Support Director and Engineering leads.

• Own the feedback loop: unit diagnostic output becomes the engineering bug report that ships a fix.

• Coordinate with Product, Backend Engineering, and Data teams to secure required system access and API endpoints.

• Documentation & Knowledge Management

• Maintain a live runbook library: automation flows, escalation paths, investigation procedures.

• Ensure every automation has a documented failure mode and rollback path.

• Create onboarding materials for new automation engineers.

What We’re Looking For

• 5+ years in automation engineering, technical support engineering, or platform engineering - with 1–2 years in a team lead or tech lead capacity.

• Demonstrated ability to investigate production issues via direct system access: logs, SQL/NoSQL databases, API responses, event streams.

• Hands-on experience building LLM-based agents or AI-driven automation (OpenAI API, function calling, embeddings, or equivalent).

• Strong Python skills; production-quality scripts for automation, data remediation, and API orchestration.

• Experience designing Zendesk automation pipelines (triggers, automations, ZAF apps) or equivalent support platforms.

• Event-driven architecture and API integration patterns (REST, webhooks, async queues).

• Track record owning support metrics: deflection rate, FCR, CSAT, time-to-resolution.

Nice to have

• Low-code/no-code orchestration tools (n8n, Zapier, Make, Rivet) in hybrid architectures.

• B2C or subscription-based product background with high user volume and complex billing/access state.

• CI/CD pipelines and production-level monitoring for automation systems.

• Data engineering concepts: pipeline design, idempotency, retry logic, dead-letter queues.

• RAG architectures, vector databases, or knowledge-base-augmented LLM agents.

• Experience in a regulated environment (GDPR, PCI-DSS, SOC 2).

Why You'll Love Working With Us

• Innovative Environment: We're all about trying new things and pushing the envelope in EdTech.

• We are global remote

• Health: company-provided medical expense compensation.

• AI solutions: АІ subscription and other tools.

• Balance: Flexible paid time off, you get 21 days of annual leave + 10 bank holidays.

• Collaborative Culture: Work alongside passionate professionals who are as driven as you are.

Interview Stages

• HR Screen/Introduction

• Technical Interview

• Technical Assignment

• Final Interview