Technical Customer Support

QuickMailCold email outreach

United Kingdom. Argentina. Philippines. United States. South Africa. Ukraine, Hours that overlap with East coast US and UKFull-Time

Salary2,500 - 4,000 USD per month

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Job Details

Build rapport quickly and communicate with warmth, empathy, and clarity in writing and on calls.
Work with minimal instructions, prioritize independently, and complete tasks without close supervision.
Be comfortable on live calls using Zoom and Meet and recording video with tools such as Loom.
Follow through reliably, act with urgency, and find ways to improve productivity.
Use available tools resourcefully and adapt positively to workflow, process, product, and tool changes.
Handle disagreement and feedback without taking them personally, and stay calm and focused under pressure.
Overlap working hours with the US East Coast and UK.
Customer-facing experience is a plus.
Working knowledge of deliverability, LinkedIn outreach, DNS, inbox rotation, DKIM, SPF, and Outlook and Gmail technical setup is a plus.
Comfort with agency setups, including workspaces, guest seats, inbox purchases, and client departures, is a plus.
Ability to retrieve support data from Help Scout or MCP connections is a plus.

Set daily support priorities and triage, resolve, and investigate tickets in the Help Scout queues for QuickMail and Mailflow.
Check the support dashboard for job queues, event-stream latency, blacklist status, and newly purchased domains; investigate issues and drive them to resolution.
Review fraud alerts and disable accounts that are scams or abuse the platform.
Support customers on calls, update changelogs and help articles, and share customer feedback with the team.
Improve the AI support agent by reviewing its answers, correcting source documentation, and following up with customers when needed.
Write and maintain automated tests to identify issues in staging before customers encounter them.
Test releases on staging, assess their effects on users, and confirm when they are ready to ship.
Report bugs as GitHub issues with reproduction steps, screenshots or Loom recordings, and relevant GraphQL or console errors.
Coordinate incident response by alerting the team, updating the status page and affected customers, driving fixes, and leading retrospectives.
Lead the weekly team meeting and keep rock status and KPIs current in MonsterOps.

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