Customer Support Team Lead

About the role

Aurora’s mission is to deliver the benefits of self‑driving technology safely, quickly, and broadly. The Aurora Driver will create a new era in mobility and logistics, bringing a safer, more efficient, and more accessible future to everyone. At Aurora you will tackle massively complex problems alongside passionate, intelligent individuals, growing as an expert while expanding your knowledge. Aurora is building the customer support organization that stands behind the Aurora Driver as we scale commercial driverless trucking. We are looking for Customer Support Team Leads to guide a shift of Customer Support Representatives who serve as the first point of contact for fleet and carrier customers, law enforcement and first responders, members of the public, and partners such as truck stops and service technicians. In this role you will keep your shift running smoothly, coach your team to deliver fast and caring resolutions, serve as the escalation point for contacts that need an experienced hand, and spend part of each shift handling contacts yourself across phone, chat, and email. This is a high‑trust, safety‑critical role where the standards you model shape how your whole team shows up for customers. Aurora Customer Support is a new and evolving team operating 24/7. Some issues will not yet have a defined path to resolution, and your team will look to you to interpret guidance, set priorities in the moment, and clear the roadblocks that slow them down. You will report to the Support Manager and work closely with partner teams such as the Command Center and Engineering to keep contacts moving. As Aurora scales and well‑understood contacts move to automated handling, the work your team handles will grow more complex, and your role in developing their skills will grow with it. A successful candidate brings genuine care for customers and teammates, strong support expertise, and a steady presence under pressure.

Responsibilities

• Lead