Starship Technologies is revolutionizing deliveries with autonomous robots. These robots are designed to deliver food, groceries, and packages across college campuses and neighborhoods in minutes. Starship has now completed millions of autonomous deliveries to date, traveled millions of miles, and is currently doing more than 140k road crossings each day. Our contribution to society includes reducing congestion, and pollution, providing zero-emissions deliveries, increasing the quality of life for residents, empowering seniors and disabled people, and enabling affordable delivery for local businesses.

We’re hitting records on an almost weekly basis. Now is an exciting time to join as we grow rapidly around the world!

Join our Customer and Merchant Support team as a Team Lead and play a key role in ensuring smooth and efficient support for our customers and merchants. You’ll be leading a team of 10+ agents.

A typical day might involve reviewing team metrics, conducting one-on-ones, addressing urgent issues, participating in cross-functional meetings, and planning for upcoming initiatives.

This is a temporary position covering maternity leave. Due to the nature of the role, we prioritise candidates already living in Estonia, preferably with a valid work permit.

Typical working hours are Monday to Friday, 9 AM – 5 PM, with occasional meetings outside these hours. 

If managing a high volume of support requests in a fast-paced environment, keeping up with the rapid growth of the company and its technology while ensuring both customers and merchants are happy, and your team as well, sounds like a challenge you’d thrive in, we’d love to hear from you!

Your main responsibilities are:

• Overseeing daily operations of the support team
• Monitoring team performance and KPIs
• Coaching and mentoring team members
• Handling escalated customer/merchant issues
• Developing and implementing process improvements
• Creating and maintaining knowledge base articles
• Collaborating with other teams (e.g., product, engineering)
• Reporting on team performance to management

What’s in it for you?

• Opportunity to work on industry-leading self-driving delivery robot technology on a uniquely large scale, creating history and making things happen
• You can immerse yourself in the world of technology and innovation
• You will have a chance to work with people with a strong inner burning and motivation. We are self-aware and seek feedback and improvement. We don’t want to wait until we are told what needs to be done but take it as a matter of pride to figure out solutions for topics in various teams and areas
• You’ll have endless opportunities to learn from our inspirational, talented team members across the globe

What we hope you’ll bring to the table:

• Minimum of 2 years of experience leading a customer/merchant support team, preferably from a fast-changing environment
• Ability to motivate and coach team members
• Data-driven approach to performance management
• Strong problem-solving and decision-making abilities
• Adaptability to change in a dynamic work environment
• Excellent communication skills in English (written and verbal)
• Experience with CRM software (e.g., Zendesk, Salesforce)

Beneficial:

• Experience with knowledge management tools (e.g., Confluence, Guru)
• Familiarity with quality analysis tools (e.g., EvaluAgent, Playvox)
• Understanding of AI tools and applications in customer support (e.g., chatbots, sentiment analysis)

Want to learn more about our robots and our people? Get in touch and let’s have a chat! Also, have a sneak peek to our blog and discover more about us!