Customer Support Team Lead

About EVIQO
EVIQO is one of the fastest-growing smart EV charging brands in the US residential market, serving customers across the US, Canada, and Europe soon.
We are already among the Top-5 market leaders in the US in our segment and continue scaling rapidly.
Our mission is to build a category-defining EV charging brand that competes with major players like Tesla, ChargePoint, and Autel.
Our core product is a premium Level 2 smart home EV charger combined with a mobile app and software platform that allows users to monitor and remotely control charging, manage and optimize energy consumption, automate charging sessions, and reduce electricity costs.
With up to 50 Amps of charging power, strong hardware positioning, premium customer experience, and a powerful D2C + Amazon growth engine, we are building much more than just a charger - we are building a scalable international brand.
We operate at the intersection of hardware, software, IoT, e-commerce, D2C, and international growth.

About the Role
We are looking for a Customer Support Team Lead who will own customer support end to end: the team, the ticket queue and everything customers read from us. Engineering backs you up with tools and technical escalations. This is a hands-on role: you run the team and also handle the complex cases yourself.

Key Responsibilities
Run the Zendesk queue every day: shifts, priorities, first-response time, backlog.
Lead the team: workload, training, and consistent, correct answers.
Work with the supply chain team on warranty replacements, parts and shipping: you own the customer side of each case.
Escalate technical cases to engineering with complete information: charger serial number, app account, what was already tried.
Own macros, Help Center articles and the AI chatbot flow, and keep them accurate.
Roll out new internal support tools (charger history, case desk) in the team and collect feedback.
Send a weekly report to management: top issues, repeat contacts, replacements, response times.
Handle tickets and customer calls yourself, especially the complex ones.

Requirements
3+ years in customer or technical support, including at least 1 year leading or coordinating a team (team lead, shift lead or senior agent).
Experience supporting connected hardware or technical products (smart home, IoT, electronics, telecom): Wi-Fi setup, mobile apps, step-by-step troubleshooting.
Confident user of Zendesk or a similar helpdesk (Freshdesk, Help Scout, Intercom).
English C1: clear written and spoken communication with US and Canadian customers.
Fluent Ukrainian or Russian for working with the team.
Comfortable with spreadsheets: you can turn tickets into numbers and trends.
Willing to learn the product in depth. We provide training on EV charging.

Nice to Have
Basic knowledge of EV charging or home electrical setup: Level 1/2 charging, breakers, adapters, NEMA outlets.
Zendesk admin experience: macros, triggers, views.
Experience with warranty and RMA processes.
Support experience in a hardware or e-commerce company with US customers (Amazon sellers included).

Why Join EVIQO
Work in a fast-growing international product company.
Make a direct impact on business growth.
Freedom to take ownership and implement ideas.
Competitive compensation and growth opportunities.
Fully remote work format.
Working schedule: 14:00–23:00 (Kyiv time), including a 1-hour lunch break.
15 working days of paid vacation per year (available after 6 months of employment).
5 paid sick days without medical certificates.
Sports and professional development compensation after successful completion of the probation period.