# Head of Customer Support

> QuickTeam · Lawrence, United States (Remote) · Full-time · Posted 2026-03-15

**Workplace:** remote

**Department:** Kosher Tech

## Description

### **Head of Customer Support**

**Location:** Remote / Flexible

**Type:** Full-Time

**Starting Salary:** Commensurate with experience

**Hours**: Must be willing to work 9-5 EST

### **About the Role**

We 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 Role**

This 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.

## 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

## Apply

[Apply at QuickTeam](https://apply.workable.com/quickteam/j/8AC2529A09/apply)

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