Remote Head of Customer Support

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quickteamHayward (CA)

First-Line Supervisors of Office and Administrative Support Workers Custom Computer Programming Services

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About the role

Head of Customer Support

Location: Remote / Flexible

Type: Full-Time

Starting Salary: Commensurate with experience

Hours: Must be willing to work 9-5 ESTAbout the RoleWe 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 RoleThis 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. 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

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