Technical Customer Support

About the role

QuickMail is a cold email and LinkedIn outreach platform for markets you can't afford to burn. Our customers can't easily replace leads that land in spam, which is why deliverability matters more to us than anything else. We have been running since 2014, and we pioneered deliverability technology such as Inbox rotation™ and deliverability AI™. The Role We are hiring a technical customer support person with an owner's mentality. You will own support for QuickMail and Mailflow, our deliverability add-on. There is no first or second line. You are the first and last person our customers talk t

What the role involves

• Set the day's support priorities and work the Help Scout queue for QuickMail and Mailflow. Triage, resolve, and dig deeper when a ticket needs it.
• Check the support dashboard: job queue, event-stream latency, blacklist status, newly purchased domains. If something is off, investigate, diagnose, and drive it to resolution.
• Review fraud alerts and disable accounts that are scams or abusing the platform.
• Comfortable jumping on calls with customers, building rapport fast, and setting them up for success.
• Update the changelog and help articles based on what shipped and what customers asked.
• Share customer feedback with the team, ask happy customers for reviews and case studies, and watch NPS for testimonial candidates.

Details

• Full-time
• Worldwide
• Customer Support