Technical Support Lead

Join to apply for the Technical Support Lead role at Scale Army Careers

Join to apply for the Technical Support Lead role at Scale Army Careers

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

Role Overview

Our client is seeking an experienced and highly organized Technical Support Lead to create, implement, and manage a scalable support system that will grow alongside the business. This role requires a B2B-focused individual with technical knowledge who can design, set up, and use a customer support platform that integrates with multiple channels. You will be responsible for managing high-volume customer support workflows, translating customer issues (feature requests, bug reports) into technical tickets for engineers, and recommending processes to optimize support scalability.

The ideal candidate will have experience in B2B SaaS, the ability to understand technical concepts, and a passion for building efficient systems that create a positive customer experience.

Key Responsibilities

  • Support System Design & Implementation:
    • 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.
  • Support Workflow Optimization:
    • 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.
  • Omni-Channel Support & Community Engagement:
    • 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.
  • Ticket Management & Data Organization:
    • 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.
  • Internal Collaboration & Communication:
    • 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.
  • Continuous Improvement & Best Practices:
    • 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.

Qualifications

  • Experience & Skills:
    • 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.
    • Familiarity with reselling or e-commerce is a plus.
  • Technical Proficiency:
    • 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).
  • Mindset & Attributes:
    • 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.
    • Previous experience working in a startup environment is a plus.

What Success Looks Like

  • High customer satisfaction ratings achieved through efficient, friendly, and responsive support.
  • A well-organized and scalable support system that effectively manages customer queries and feature requests.
  • Positive community engagement across social media platforms, fostering strong relationships with users.
  • Ongoing improvements to the customer support process, optimizing workflows and enhancing the customer experience.

Opportunity

This is an excellent opportunity to join a rapidly growing AI-driven platform that’s changing the landscape of reselling. As the Customer Support System Lead, you’ll play a pivotal role in building and scaling a customer support system that grows with the company. If you’re a professional with technical understanding and a passion for creating efficient support systems, this role is for you.

Application Process To be considered for this role these steps need to be followed:

  • Fill in the application form
  • Record a video showcasing your skill sets

Seniority level

  • Seniority level

    Mid-Senior level

Employment type

  • Employment type

    Full-time

Job function

  • Job function

    Information Technology

  • Industries

    Marketing Services
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