quickteamLafayette, IN
Remote Head of Customer Support
Remote Head of Customer Support
Remote Head of Customer Support
quickteamLafayette, IN
today
First-Line Supervisors of Office and Administrative Support WorkersCustomer Service RepresentativesFirst-Line Supervisors of Personal Service Workers
Apply for this 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
Also on the board Same function, level within a rung
Level
Manager
Location
Lafayette, IN
Occupation
First-Line Supervisors of Office and Administrative Support Workers
Industry
Custom Computer Programming Services
Posted
today