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about 2 months ago
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Requirements and responsibilities
A growing kosher technology startup is seeking a Head of Customer & Technical Support to build their lead our support operations while helping advance kosher standards in digital technology.About the RoleWe are looking for an exceptional problem solver and systems builder to lead our Customer and Technical Support Operations.This role is responsible for designing and managing the entire support infrastructure, overseeing the customer support team, and personally handling complex technical support issues that require deeper investigation.The ideal candidate combines technical ability, operational thinking, and leadership to build scalable support systems, manage the support team, coordinate with developers, and continuously improve both the customer experience and our filtering technology.Because our mission centers around kosher technology, the right candidate must also be passionate about strengthening and advancing kashrus standards in digital technology.This is primarily a leadership and systems role, but the candidate will also personally handle complex technical issues that are escalated beyond the support team.ResponsibilitiesBuild and Manage the Support SystemDesign and implement the company’s customer support infrastructureSet up and manage the help desk platform (Freshdesk or similar)Create support workflows, automations, and ticket routingBuild and maintain a comprehensive knowledge baseSet up support channels including helpdesk, phone line, and documentationDevelop internal troubleshooting guides and support playbooksLead and Oversee the Customer Support TeamManage and supervise customer support representativesEnsure tickets are handled professionally and efficientlyMonitor response quality and customer satisfactionTrain support staff and improve team performanceEstablish support policies and proceduresHandle Technical EscalationsServe as the escalation point for complex technical support issuesInvestigate advanced technical problems that frontline support cannot resolveTroubleshoot issues involving system behavior, integrations, or configurationWork closely with the development team to reproduce bugs and resolve issuesCoordinate with Product & DevelopmentIdentify recurring technical problems from support casesCommunicate technical issues and customer feedback to developersHelp prioritize fixes and product improvementsAssist with technical documentation and troubleshooting guidanceAdvance Kosher Technology StandardsHelp improve the effectiveness of our kashrus filtering systemsResearch and identify new problematic content or technologiesAnalyze apps and platforms to identify new areas that require protection or filteringWork with product and development teams to strengthen filtering systemsImplement Automation and AIUtilize AI tools to improve customer support workflowsImplement automations using no-code platforms such as ZapierContinuously improve efficiency through automation and technologyRequirementsPrevious experience working in or leading customer service or technical support teamsStrong problem-solving ability and analytical thinkingBasic understanding of coding conceptsFamiliarity with no-code tools such as ZapierExperience with help desk platforms (Freshdesk, Zendesk, Intercom, etc.)Strong organizational and leadership skillsAbility to build systems, processes, and documentationIdeal CandidateThe ideal candidate:Is passionate about kosher technologyLoves solving complex technical problemsIs both technical and operationalEnjoys building systems and improving processesHas experience mentoring or managing support teamsTakes ownership and drives improvements independentlyBonus experience:Experience implementing AI tools in customer supportBackground in technical support engineeringExperience analyzing apps or digital platforms
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