Head of Customer Support at QuickTeam

Toronto, Ontario, Canada -

Full Time

Start Date

Immediate

Expiry Date

14 Jun, 26

Salary

0.0

Posted On

16 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support Operations, Help Desk Platforms, Workflow Automation, Knowledge Base Management, Team Leadership, AI Tools Implementation, Process Optimization, Ticket Routing, Customer Satisfaction, Performance Monitoring, Training Development, Metric Tracking, Scalability, Problem Solving, Organizational Skills, Communication

Industry

Staffing and Recruiting

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. ResponsibilitiesBuild 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. 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

Responsibilities

This role is responsible for building, leading, and continuously improving customer support operations by designing and managing the entire support infrastructure, including systems, workflows, and automations. The Head of Customer Support will oversee the team to ensure customers receive high-quality, efficient, and professional service.