Technical Customer Support

About the role

QuickMail is looking for a proactive, technically adept individual to own the full technical support process for its SaaS products, QuickMail and the Mailflow deliverability add‑on.

Key responsibilities

• Prioritise and manage the Help Scout support queue for both QuickMail and Mailflow.
• Diagnose and investigate technical issues using the support dashboard.
• Engage directly with customers via calls to resolve challenges.
• Maintain and enhance the knowledge base, changelog and help articles.
• Contribute to AI support agent documentation and automated tests.
• Participate in QA testing of new releases and ensure staging readiness.
• Lead incident resolution and communicate updates to affected customers.
• Facilitate weekly team meetings and track KPIs in MonsterOps.

Required profile

• Exceptional written and verbal communication skills.
• Strong autonomy and initiative, able to work with minimal instruction.
• Excellent problem‑solving ability using available tools and information.
• Technical aptitude in email deliverability, DNS records and LinkedIn outreach automation.
• Flexibility to work overlapping hours with US and UK clients.

Required skills

• Help Scout
• MonsterOps
• AI support agent documentation
• Email deliverability concepts
• DNS record management
• LinkedIn outreach automation