Head of Customer Support
New
Q
QuickTeamKosher Tech
Lawrence, New York, United States. Toronto, Ontario, Canada. Israel. South Africa, 9-5 ESTFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 5+ years
- Required Skills
- Operations ManagementTeam managementCustomer supportZendesk
Requirements
- 5+ years of experience leading or managing customer support teams
- Strong experience implementing and managing help desk platforms (Freshdesk, Zendesk, Intercom, etc.)
- 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
Responsibilities
- Design and implement the company’s customer support infrastructure
- Set up and manage the help desk platform (Freshdesk, Zendesk, or similar)
- Create efficient ticket routing, workflows, and automations
- Build and maintain a comprehensive knowledge base and help center
- Establish clear support processes and internal playbooks
- Hire, train, and manage customer support representatives
- Monitor team performance and provide coaching and feedback
- Implement AI tools for customer support workflows
- Track and improve key support metrics
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