Edsights

Head of Technical Support

United States

Sponsorship not specifiedDetected 22 days ago

Data AnalysisNLPCustomer SupportZendeskIntercomLeadershipCommunicationMentoring

About the role

You'll handle tickets directly while laying the operational foundation the team will eventually scale on.

Build the Function
Design EdSights' technical support function: service model, escalation paths, SLAs, and operating principles.
Select and implement a ticketing platform (e.g. Zendesk, Freshdesk, Intercom) and own the full rollout.
Implement and manage an AI chatbot integrated with the help center, configuring deflection flows and iterating on resolution rates.
Define support tiers (T1: general inquiries, T2: technical/product, T3: engineering escalations) with clear ownership and handoff criteria.
Own Performance & Quality
Own core KPIs (CSAT, response time, resolution time, ticket backlog) and report regularly to leadership.
Implement a QA process to review tickets, identify coaching opportunities, and continuously improve technical accuracy.
Analyze support trends to surface recurring issues, product gaps, and documentation needs for CX and Product.
Lead & Scale the Team

Experience at an early- or growth-stage company where operating without established processes is the norm.
Comfort working with APIs, webhooks, and integrations.
Experience managing a customer-facing knowledge base and familiarity with AI chatbot/virtual agent platforms.
Experience supporting platforms with AI, NLP, or data analytics components.

Become the internal authority on EdSights' Retain and Admit products - how they work, where they break, FAQ, how to triage.
Triage and resolve complex issues involving APIs, integrations, and data flows; use logs and tools like Hex for diagnosis.
Work with Engineering to define escalation paths for bugs, logging standards, and customer status communication.

Enjoy flexibility and competitive benefits https://www.edsights.io/careers — Remote-friendly work, unlimited PTO, paid parental leave, competitive compensation, new Apple hardware, 401k matching, and strong health and wellness benefits.

Launch or revamp a customer-facing help center with self-service content (articles, FAQs, how-to guides) in partnership with Customer Education.

Join a values-driven, collaborative culture - Be part of a kind, inclusive, "no-ego" team that prioritizes trust, transparency, and respect.
We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.

This listing is sourced directly from Edsights's careers page and normalized into a canonical job model.