Head of Technical Support

September 23

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

📞 Support Engineer

🗽 H1B Visa Sponsor

VoIP

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• Lead the Technical Support team to ensure customer satisfaction with Nooks products • Oversee daily operations and enhance support processes in a fast-paced environment • Handle complex customer issues and develop improvement strategies through feedback and metrics

Requirements

• 6+ years of Technical Support experience providing end-user support on complex, feature-rich B2B SaaS platforms • 3+ years of experience leading and scaling a support team for a rapidly changing SaaS tool at a high-growth, early-stage startup • Proven experience in building a technical support team, with a concrete track record of driving performance and achieving customer satisfaction goals • Deep experience in API troubleshooting • Deep experience with advanced troubleshooting, critical thinking, and problem-solving • Demonstrated success collaborating with other teams to resolve issues, including Engineering and Customer Success • Excellent written and verbal communication skills, with the ability to interact effectively with customers, team members, and senior leaders