Head of Customer Support
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 experienced Head of Customer Support to build, lead, and continuously improve our customer support operations.
This role is responsible for designing and managing the entire 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 receive high-quality, efficient, and professional service .
The ideal candidate is a highly organized operator with 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’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
Lead and Manage the Support Team
- Hire, train, and manage customer support representatives
- Ensure consistent high-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 using automation
- Implement AI 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 overall customer support experience
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
Ideal Candidate
The ideal candidate:
- Has extensive experience leading customer support teams
- Is highly organized and operationally focused
- Enjoys building systems, processes, and automations
- Is proactive and constantly looks for ways to improve efficiency
- Is comfortable implementing AI-driven support tools
- Can manage both strategy and day-to-day support operations
Impact of This Role
This role will be responsible for building a world-class customer support operation that scales with the growth of the company and ensures customers receive fast, helpful, and reliable service.
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
Recommended Jobs
Field Service Engineer
WGNSTAR is a dynamic and growing company with a global footprint. Primarily focused on the semiconductor industry, we provide a platform for you to expand your career with knowledge gained on the job …
Solutions Architect
Role: Solutions Architect Duration: 8+ Months Location: Buffalo, NY Job Description: Working with the PM, they will shepherd the technical part of the project through the SSDLC throug…
Associate Director EIEU, Bureau of Environmental Disease Prevention
Job Description ONLY PERMANENT EMPLOYEES IN THE TITLE ASSOCIATE PUBLIC HEALTH SANITARIAN ** The mission of the Bureau of Environmental Disease Prevention is to prevent environmental disease…
Social Media Manager (Creative)
About the Role At Uber, we believe the most successful organic social teams are trend-savvy storytellers who keep their brand at the forefront of culture. We are building a best in class Brand Soc…
Residential Operations Manager
Job Description Job Description In partnership with the Director of Residential Treatment, the Residential Operations Manager provides strong, supportive, and therapeutic leadership to ensure saf…
Director, Model Validation
Performs validation of models and assesses model risk to confirm model appropriateness and capability for a designated portfolio. Provides effective challenge during model development and communicat…
RN Hospice Team Leader - Bronx NY (New York City)
Senior Financial Analyst Needed // Construction Industry Client // Excellent Compensation Package and Growth Potential This Jobot Job is hosted by: Kyle Beard Are you a fit? Easy Apply now by c…
Assistant District Attorney (Laterals or Experienced Attorneys)
Introduction The Suffolk County District Attorney’s Office is one of the largest prosecutorial offices in the country. We are looking for the most qualified candidates to join our ranks, with the …
Senior Manager, Accounting
We are Rokt, a hyper-growth ecommerce leader. Rokt is the global leader in ecommerce, unlocking real-time relevance in the moment that matters most. Rokt’s AI Brain and ecommerce Network powers bill…