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Robotics Support Lead

Sereact GmbH· Operations
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Hybrid (Stuttgart Schockenriedstr. 17)Full-timePosted 3mo ago

About the role

Leads and scales global technical support operations for AI-powered robotic systems, combining hands-on technical expertise with team leadership to resolve customer issues and continuously improve support processes, tools, and performance.

Responsibilities

  • Lead and mentor a team of customer support specialists
  • Handle escalations and ensure timely resolution of complex issues
  • Develop and implement support processes, KPIs, and SLAs
  • Collaborate with engineering and robotics teams to resolve technical problems
  • Analyze support data to identify trends and improve product/service quality
  • Create and maintain knowledge base and documentation
  • Ensure high customer satisfaction and continuous improvement
  • Manage the global support queue, prioritising tickets based on urgency, impact, and SLA requirements
  • Provide regular reporting on ticket statuses, resolution times, and team performance to leadership

Qualifications

  • 5+ years of experience in customer support or technical support
  • 2+ years in a leadership or supervisory role
  • Experience working with robotics systems, automation, or hardware products
  • Strong problem-solving and communication skills
  • Familiarity with CRM tools and support platforms
  • Ability to manage cross-functional teams
  • Proven ability to manage high-volume ticketing and prioritise competing technical demands
  • Strong data literacy with experience reporting on operational metrics and projects

Skills

Required:Team leadershipEscalation managementSupport process designData analysisRobotics/hardware experienceCRM/toolsCross-functional collaboration
Nice to have:Programming (preferred)

Benefits

  • Highly competitive compensation and excellent career development opportunities in a fast-growing company
  • Flexible working hours
  • Wellpass (gym membership)
  • Full coverage of accommodation, meals, and travel expenses while on deployment
  • A motivated team and an open corporate culture
Last updated Oct 14, 2026. Interested? Apply on the company site.
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About Sereact GmbH

One Brain. Any Robot.

The industrial autonomy platform providing real-world autonomous robotics powered by Vision-Language-Action AI.

CortexHumanoidLensPick and PlacePlatformPutwallReturns HandlingRobotic Putwall
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