Technical Customer Support

This is a fully remote position, open to applicants in United Kingdom, +5 more countries.

📋 Description

• Take charge of customer support for QuickMail and Mailflow, without a first- or second-line support hierarchy.

• Prioritize, resolve, and investigate customer inquiries within the Help Scout queue.

• Diagnose issues related to deliverability, DNS, LinkedIn automation, and campaign configurations using the Support Dashboard.

• Establish daily support priorities to ensure prompt resolution for customers.

• Oversee job queues, event-stream latency, blacklist status, and newly acquired domains.

• Investigate system-related issues and lead them to resolution.

• Review fraud alerts and deactivate scam or abusive accounts.

• Participate in customer calls to facilitate their success.

• Update changelogs and help articles based on new releases and customer insights.

• Relay customer feedback to the team and solicit reviews and case studies.

• Enhance the AI support agent by analyzing responses and rectifying source documentation.

• Develop and maintain AI-generated automated tests for staging environments.

• Utilize MCP connections, including Help Scout, GitHub, and Postmark, to identify areas for support enhancement.

• Conduct weekly staging release tests to verify readiness for deployment.

• Report bugs in GitHub, including reproduction steps, screenshots or Loom videos, and GraphQL or console errors.

• Manage critical incidents by notifying the team via Slack or Telegram, updating the status page every 30 minutes, communicating with affected customers, and facilitating fixes.

• Conduct incident retrospectives.

• Lead the weekly MonsterOps team meeting.

• Maintain rock status and KPIs within MonsterOps.

• Collaborate directly with the founder and lead developer.

⛳️ Requirements

• Excellent, warm, and relatable communication skills, both in writing and during calls.

• Ability to communicate with empathy, clarity, care, and conciseness.

• Capacity to operate with minimal guidance and prioritize effectively.

• Comfortable using Zoom, Google Meet, and recorded video tools like Loom.

• Demonstrated reliability in following through on commitments.

• A sense of urgency and a knack for enhancing productivity.

• Resourceful in utilizing available tools.

• Low ego and the ability to constructively manage disagreements.

• Positive outlook towards workflow, processes, products, and tool adaptations.

• Comfortable with providing and receiving both positive and constructive feedback.

• Availability for hours that overlap with East Coast US and UK time zones.

• Customer-facing experience is advantageous, or the ability to articulate fit for the role without it.

• Familiarity with deliverability and LinkedIn outreach is a plus, including warmup, DNS, inbox rotation, DKIM, SPF, Outlook, and Gmail technical setup.

• Understanding of agency setups, including workspaces, guest seats, inbox purchases, and client loss scenarios, is a plus.

• Basic data skills utilizing Help Scout or MCP are advantageous.

• Ability to recognize satisfied customers and request testimonials and case studies is a plus.

• High emotional intelligence, capability to detach personally from feedback, willingness to seek clarification, and ability to juggle multiple priorities.

• Flexibility to occasionally provide support on weekends.

🏝️ Benefits

• Full-time or part-time contract options available.

• Monthly compensation ranging from $2,500 to $4,000 USD, based on experience and location.

• Flexible work schedule.

• Start date is negotiable.

• US-based hires will work as independent contractors (1099).