Customer Service Reliability Lead

Primary Responsibilities

• Capture and route feedback from owners, customer care, technical support, field service, and the sales team to reliability and engineering teams.
• Own reliability issue tracking from initial identification through resolution, maintaining accountability, clear progress records, and timely stakeholder communication.
• Translate technical reliability findings into clear, actionable guidance for service teams, customer care representatives, and customers.
• Serve as a direct point of contact for complex or high-impact customer reliability issues when escalation is required.
• Ensure the customer experience reflects a premium level of quality, empathy, and professionalism, especially during issue resolution.
• Manage the field test consumer insights community by supporting participants as they provide feedback.
• Review and synthesize feedback, producing clear summary reports and retrospective recommendations.

Required Qualifications

• A high school diploma.
• Strong problem-solving and analytical skills, with the ability to translate complex data into clear insights and recommendations.
• Excellent written, verbal, and interpersonal communication skills; ability to effectively communicate with both technical and non-technical audiences.
• Prior experience working directly with customers or service organizations.
• Strong organizational skills with the ability to manage multiple priorities, projects, and stakeholders simultaneously.

Preferred Qualifications

• A bachelor’s degree in business, quality, or a related field.
• Strong technical aptitude and working knowledge of complex technical or mechanical products.
• Experience supporting or managing product field tests, pilot programs, or customer engagement communities.
• A background in premium or luxury products and an understanding of elevated customer experience expectations.

Benefits

We Value Our Employees By Providing:

• Competitive compensation based on skills
• Industry leading health, dental, and vision plans
• Generous 401(K) savings and profit sharing
• On-site UW Health clinic, fitness center, and walking paths
• Educational assistance and internal training programs
• Electric vehicle charging
• Maternity & paternity leave

Learn more about our robust benefits package here. This position requires a pre-employment drug/alcohol test and background check, which will be administered after a conditional job offer is extended. A negative drug/alcohol test result is required for employment. Refusal to take the test or a positive result may disqualify a candidate from further consideration. All drug testing will be conducted in accordance with federal and state laws.