Head of Technical Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Establish the Function

• Design the technical support function for EdSights, including service models, escalation pathways, SLAs, and operational principles.

• Choose and implement a ticketing platform (e.g., Zendesk, Freshdesk, Intercom) and oversee the complete rollout process.

• Initiate or enhance a customer-facing help center with self-service resources (articles, FAQs, how-to guides) in collaboration with Customer Education.

• Implement and manage an AI chatbot integrated with the help center, configuring deflection flows and iterating to improve resolution rates.

• Define support tiers (T1: general inquiries, T2: technical/product, T3: engineering escalations) with well-defined ownership and handoff criteria.

• Manage Performance & Quality

• Take responsibility for core KPIs (CSAT, response time, resolution time, ticket backlog) and provide regular updates to leadership.

• Establish a QA process to review tickets, pinpoint coaching opportunities, and continuously enhance technical accuracy.

• Analyze support trends to identify recurring issues, product gaps, and documentation needs for CX and Product.

• Lead & Scale the Team

• Act as the primary technical support resource initially while developing the infrastructure for future expansion.

• Outline the hiring strategy: determine when to increase headcount, which roles to fill, and the required skills at each phase.

• Create onboarding and training programs that include product curricula, shadowing protocols, and ramp-up milestones.

• Cultivate Deep Technical Expertise

• Become the internal expert on EdSights’ Retain and Admit products—understanding their functionality, potential issues, FAQs, and triage methods.

• Triage and resolve intricate issues involving APIs, integrations, and data flows; utilize logs and tools such as Hex for diagnostics.

• Keep track of known product gaps and bugs; proactively communicate with affected customers and the CX team.

• Collaborate Across Functions

• Work with Implementation and Partner Success to ensure seamless transitions from onboarding to ongoing support.

• Collaborate with Engineering to establish escalation procedures for bugs, logging standards, and customer status communication.

• Partner with Product to ensure documentation, prioritization, and tracking of customer-reported issues until resolution.

⛳️ Requirements

• 4 to 7 years of experience in technical support leadership within a B2B SaaS context.

• Demonstrated success in building or significantly scaling a support function, including decisions on tools and process design.

• Experience in an early- or growth-stage company where operating without established processes is common.

• Hands-on experience in implementing a ticketing platform, including workflows, automations, and reporting.

• Comfort with APIs, webhooks, and integrations.

• Experience managing a customer-facing knowledge base and familiarity with AI chatbot/virtual agent platforms.

• Strong understanding of support KPIs with the ability to create reports and convert ticket data into cross-functional insights.

• Exceptional written communication skills; capable of clearly explaining complex issues to non-technical users.

• Confidence in working cross-functionally with Engineering, Product, and CX; able to advocate for customers and present to leadership.

• Experience supporting platforms that incorporate AI, NLP, or data analytics components.

• Familiarity with higher education and FERPA data privacy considerations is a plus.

🏝️ Benefits

• Remote-friendly work environment

• Unlimited paid time off (PTO)

• Paid parental leave

• Competitive salary

• New Apple hardware provided

• 401k matching available

• Comprehensive health and wellness benefits