Head of Technical Support

Job Summary

Building and leading the technical support function from the ground up, the full-time Head of Technical Support will design service models, implement ticketing systems, and manage performance metrics while working remotely.

Key responsibilities

• Design and implement the technical support function, including service model, escalation paths, and ticketing platform
• Own core KPIs and implement quality assurance processes to enhance support performance
• Serve as the initial technical support resource while developing hiring strategies and training programs for future team growth

Required qualifications

• 4 to 7 years of technical support leadership experience in a B2B SaaS environment
• Proven track record of building or scaling a support function, including experience with ticketing platforms
• Hands-on experience with APIs, webhooks, and integrations
• Strong understanding of support KPIs and ability to generate insightful reports
• Exceptional written communication skills with experience in cross-functional collaboration