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

What Success Looks Like

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 :

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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