Head of Customer & Technical Support

2 months, 3 weeks ago
Full-time
Lead
Customer and Technical Support
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

Description

  • Design and manage the company’s customer support infrastructure.
  • Set up and maintain the help desk platform, support channels, workflows, automations, and ticket routing.
  • Build and maintain a comprehensive knowledge base, internal troubleshooting guides, and support playbooks.
  • Lead, supervise, and train the customer support team to ensure efficient, professional ticket handling.
  • Monitor response quality, customer satisfaction, and team performance, and establish support policies and procedures.
  • Serve as the escalation point for complex technical support issues and investigate advanced problems.
  • Troubleshoot system behavior, integrations, and configuration issues, and work with developers to reproduce and resolve bugs.
  • Coordinate with product and development teams to identify recurring issues, communicate customer feedback, and prioritize fixes and improvements.
  • Research new problematic content or technologies and help strengthen kosher filtering systems.
  • Use AI tools and no-code automation platforms such as Zapier to improve support workflows and efficiency.

Requirements

  • Previous experience working in or leading customer service or technical support teams.
  • Strong problem-solving ability and analytical thinking.
  • Basic understanding of coding concepts.
  • Familiarity with no-code tools such as Zapier.
  • Experience with help desk platforms such as Freshdesk, Zendesk, or Intercom.
  • Strong organizational and leadership skills.
  • Ability to build systems, processes, and documentation.
  • Experience implementing AI tools in customer support is a plus.
  • Background in technical support engineering is a plus.
  • Experience analyzing apps or digital platforms is a plus.

Benefits

  • Remote / flexible work arrangement.
  • U.S. or Israel preferred location.
  • Full-time position.
  • Salary commensurate with experience.

Interested in this position?

Apply directly on the company website

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