Technical Support - Team Leader (ZR_23583_JOB)

This is a remote position.

Join a venture-backed startup that’s redefining human–computer interaction through AI-powered smart glasses. Built on an open-source model with a vibrant developer community, this company is taking on industry giants in augmented reality and wearable AI.

Our client is looking for a Technical Support Lead to join as the first member of their support team. You’ll learn the product, set up support processes, and define quality standards. Within 60 days, you’ll help hire and train two more agents and move into a team lead role.

This is a hands-on job that includes answering support tickets, creating documentation, checking quality, scheduling, and coaching. You'll be key in providing quick, accurate, and friendly support to users and developers.

Month 1 – Ramp-Up Phase

• Handle all email and Discord support tickets to gain in-depth product knowledge
  

• Develop SOPs, macros, and internal knowledge base documentation
  

• Define KPIs (e.g., first response time, CSAT, backlog volume, QA scores)
  

Month 2 Onward – Team Leadership

• Recruit, interview, and onboard two new agents in collaboration with BruntWork Recruiting
  

• Lead daily stand-ups, schedule shifts, and manage real-time ticket queues
  

• Conduct weekly QA audits, provide coaching, and run knowledge refresh sessions
  

• Escalate bugs and feature requests to Engineering; track to resolution
  

• Analyze connectivity, firmware, and Bluetooth logs, and train the team on advanced troubleshooting
  

• Report weekly on KPI trends, customer churn drivers, and process optimization initiatives
  

• 3+ years of experience in technical customer support, including at least 1 year in a team lead role
  

• Experience supporting consumer electronics or IoT products
  

• Proven ability to recruit, train, and lead remote support teams
  

• Excellent written English—able to translate complex logs into user-friendly solutions
  

• Strong analytical skills and comfort working with data to drive decisions
  

• Dependable home office setup with high-speed internet and a quiet environment
  

• Availability to work Pacific hours, including the Saturday shift
  

• HMO coverage available in eligible locations
  

• Permanent work-from-home setup
  

• Immediate hiring
  

• Steady freelance opportunity