###Head of Customer Support

**Location:**Remote / Flexible

**Type:**Full-Time

**Starting Salary:**Commensurate with experience

Hours: Must be willing to work 9-5 EST

###About the Role

We are seeking an experiencedHead of Customer Supportto build, lead, and continuously improve our customer support operations.

This role is responsible for designing and managing theentire support infrastructure, including help desk systems, workflows, automations, knowledge base resources, and support processes. The Head of Customer Support will oversee the support team and ensure that customers consistently receivehigh-quality, efficient, and professional service.

The ideal candidate is ahighly organized operatorwith many years of experience leading customer support teams and implementing modern support systems using automation and AI tools.

###Responsibilities

###Build and Optimize the Support System

• Design and implement the company’scustomer support infrastructure
• Set up and manage the help desk platform (Freshdesk, Zendesk, or similar)
• Create efficientticket routing, workflows, and automations
• Build and maintain a comprehensiveknowledge base and help center
• Establish clearsupport processes and internal playbooks

###Lead and Manage the Support Team

• Hire, train, and manage customer support representatives
• Ensure consistenthigh-quality responses and customer satisfaction
• Monitor team performance and provide coaching and feedback
• Develop training materials and support guidelines

###Implement Automation and AI Tools

• Identify opportunities to improve efficiency usingautomation
• ImplementAI tools for customer support workflows
• Improve response times and reduce repetitive manual tasks
• Continuously optimize the support system for scalability

###Support Operations & Metrics

• Track and improve key support metrics such as:

• response time

• resolution time

• ticket volume

• customer satisfaction

• Analyze trends in support requests to identify opportunities for improvement

• Continuously improve the overallcustomer support experience

###Requirements

-5+ years of experienceleading or managing customer support teams

• Strong experience implementing and managinghelp desk platforms(Freshdesk, Zendesk, Intercom, etc.)
• Experience buildingsupport workflows, automations, and knowledge bases
• Experience usingAI 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

###Ideal Candidate

The ideal candidate:

• Has extensive experienceleading customer support teams
• Is highlyorganized and operationally focused
• Enjoys buildingsystems, processes, and automations
• Is proactive and constantly looks for ways to improve efficiency
• Is comfortable implementingAI-driven support tools
• Can manage bothstrategy and day-to-day support operations

###Impact of This Role

This role will be responsible for building aworld-class customer support operationthat scales with the growth of the company and ensures customers receive fast, helpful, and reliable service.

Requirements

-5+ years of experienceleading or managing customer support teams

• Strong experience implementing and managinghelp desk platforms(Freshdesk, Zendesk, Intercom, etc.)
• Experience buildingsupport workflows, automations, and knowledge bases
• Experience usingAI 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