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Head of Customer Support

3 weeks, 1 day ago
Israel, United States, Canada, South Africa
Full-time
Lead
Customer Support
Customer and Technical Support
Apply Now
QuickTeam

QuickTeam

QuickTeam Solutions is a leading provider of virtual employees for businesses of all sizes. Our highly trained virtual employees help companies save time and money by offering a wide range of services such as support agents, virtual assistants, project...

Professional Services
1-10
Founded 2022
View All Jobs 21

Description

  • Design, build, and manage the company’s customer support infrastructure.
  • Set up and maintain the help desk platform, ticket routing, workflows, automations, and internal playbooks.
  • Build and maintain a comprehensive knowledge base and help center.
  • Hire, train, manage, coach, and support customer support representatives.
  • Ensure customers receive high-quality, efficient, and professional service.
  • Implement automation and AI tools to improve support workflows and reduce manual work.
  • Track support metrics such as response time, resolution time, ticket volume, and customer satisfaction.
  • Analyze support trends and identify opportunities to improve processes and customer experience.
  • Continuously optimize support systems for scalability and performance.

Requirements

  • 5+ years of experience leading or managing customer support teams.
  • Strong experience implementing and managing help desk platforms such as Freshdesk, Zendesk, or Intercom.
  • Experience building support workflows, automations, and knowledge bases.
  • Experience using AI tools in customer support operations.
  • Strong leadership and organizational skills.
  • Excellent communication and problem-solving ability.
  • Ability to build systems and processes from the ground up.
  • Experience working with modern support systems and automation tools is preferred.
  • Comfort managing both strategy and day-to-day support operations.

Benefits

  • Remote / flexible work arrangement.
  • Full-time position.
  • Starting salary commensurate with experience.
  • Opportunity to build a support function from the ground up.
  • Chance to shape a scalable, modern customer support operation.

Interested in this position?

Apply directly on the company website

Apply Now

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