Technical Support Lead

Summary

Join a rapidly growing AI-driven platform as a Technical Support Lead and build a scalable customer support system. You will design, implement, and manage a support system using Intercom (or similar) that integrates across multiple channels (email, social media, etc.). Manage high-volume customer support workflows, translate customer issues into technical tickets for engineers, and optimize support scalability. The ideal candidate possesses B2B SaaS experience, understands technical concepts, and is passionate about creating positive customer experiences. This part-time, fully remote role offers flexible hours (9 AM - 11 AM & 3 PM - 5 PM EST, 7 days/week). You will play a pivotal role in building and scaling a customer support system that grows with the company.

Requirements

• 2+ years of experience in B2B customer support, ideally in a SaaS/software environment
• Strong technical knowledge and experience in setting up and managing customer support systems (preferably with Intercom)
• Experience with omni-channel support (email, social media, etc.), providing high-level customer service across multiple platforms
• Proficiency with Slack for team communication and collaboration
• Familiarity with SaaS and technical concepts, including understanding feature requests and translating them into technical tickets for engineers
• Experience with setting up and configuring support systems and tools (e.g., Intercom, Help Scout)
• Strong organizational skills with the ability to manage high-volume inquiries and prioritize effectively
• Excellent written and verbal communication skills in English
• Proactive, self-motivated, with a keen eye for detail and a passion for customer satisfaction
• Ability to thrive in a fast-paced, dynamic environment while working independently

Responsibilities

• Develop and implement a customer support system using Intercom (or similar), ensuring it integrates seamlessly across multiple channels (email, social media, etc.)
• Set up processes that allow the system to scale as the business grows, ensuring efficient handling of 50-100+ emails and omni-channel queries daily
• Collaborate with the engineering team to translate customer feedback, feature requests, and bug reports into understandable and actionable technical tickets
• Take ownership of the support workflow, ensuring that queries are effectively managed, prioritized, and resolved in a timely manner
• Continuously assess and improve the workflow, implementing automation where possible to handle an increasing volume of requests
• Provide customer support across various channels, including email, TikTok, Meta, and other social media platforms
• Engage with the community on social media, answering questions and fostering positive relationships with users
• Organize and prioritize support tickets, ensuring efficient handling of customer issues
• Design processes for categorizing tickets, assigning priorities, and ensuring effective communication with internal teams
• Use Slack for internal communication to stay connected with the team and ensure quick resolution of customer issues
• Provide feedback on the support system, recommend improvements, and collaborate on continuous growth
• Recommend and implement best practices for managing customer support workflows and ticket systems
• Advise on necessary tools and processes to streamline support operations as the business scales

Preferred Qualifications

• Familiarity with reselling or e-commerce is a plus
• Previous experience working in a startup environment is a plus

Benefits

Fully-Remote (Work from Home), 9 AM - 11 AM & 3 PM - 5 PM EST (Part-time, Flexible) - 7 days/week