Technical Customer Support

Technical Customer Support

QuickMail is looking for a Technical Customer Support professional to own support for QuickMail and Mailflow. You will be the first and last point of contact for customers, solving their problems and working closely with engineering to improve the product. The role involves handling support tickets, system health checks, testing new releases, and leading team meetings.

Responsibilities

• Own support for QuickMail and Mailflow, ensuring customers get unstuck quickly.
• Triage and resolve tickets, reproduce issues, and provide clear explanations to customers.
• Monitor system health, check job queues, event-stream latency, and blacklist status.
• Review fraud alerts and disable scam or abusive accounts.
• Build rapport with customers through calls and ensure their success.
• Update changelogs and help articles based on new features and customer feedback.
• Share customer feedback with the team, request reviews, and monitor NPS.
• Improve AI support agent by reviewing answers and fixing documentation.
• Write automated tests to break staging before customers do.
• Use MCP connections (Helpscout, GitHub, Postmark) to find areas for improvement.
• Gatekeep releases by testing new fixes and features.
• Report bugs with detailed steps to reproduce, screenshots, and errors.
• Lead weekly team meetings in MonsterOps and keep KPIs updated.

Requirements

• Ability to build rapport quickly in writing and on calls.
• Strong communication skills, both externally and internally.
• Ability to work independently with minimal instructions.
• Comfortable on video calls with Zoom and Meet, and using tools like Loom.
• Reliable and dependable, keeping commitments.
• Sense of urgency and ability to execute tasks efficiently.
• Resourceful and able to use all available tools effectively.
• Low ego and ability to handle disagreement constructively.
• Growth mindset, open to feedback and new workflows.
• Must have overlapping hours with East Coast US and UK.

How to Apply Please apply via the link provided.