Head of Customer Support

QuickTeam

full-time

Posted on: 3/15/2026

Location Type: Remote

✨ AI Apply

About the role

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**
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
Identify opportunities to improve efficiency using **automation**
Implement **AI tools for customer support workflows**
Track and improve key support metrics such as response time, resolution time, ticket volume, and customer satisfaction
Analyze trends in support requests to identify opportunities for improvement

**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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer support infrastructureticket routingworkflowsautomationsknowledge basehelp centersupport processessupport metricsAI tools

Soft Skills

leadershiporganizational skillscommunicationproblem-solvingcoachingfeedback