Customer Tech Care Lead Customer Care Department - Remote

Remote, Worldwide

StellarTech 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:

1. 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...