Technical Support Lead

Scale Army Careers
Full_time$1,800-2,000/month (USD)

📍 Job Overview

  • Job Title: Technical Support Lead
  • Company: Scale Army Careers
  • Location: Fully-Remote (Cairo, Egypt)
  • Job Type: Part-Time (Flexible)
  • Category: Customer Support & Success
  • Date Posted: 2025-07-25
  • Experience Level: Mid-Level (2-5 years)
  • Remote Status: Fully-Remote

🚀 Role Summary

  • 📝 Enhancement Note: This role focuses on designing, implementing, and managing a scalable customer support system for a growing AI-driven reselling platform, with a strong emphasis on B2B customer support and technical knowledge.

  • Lead the creation and management of a customer support system that integrates with multiple channels and scales with business growth.

  • Collaborate with engineering teams to translate customer feedback into actionable technical tickets.

  • Optimize support workflows to handle high-volume inquiries efficiently and effectively.

  • Engage with customers across various channels, fostering positive relationships and ensuring high customer satisfaction.

💻 Primary Responsibilities

  • 📝 Enhancement Note: This role requires a strong technical background, excellent communication skills, and the ability to manage high-volume customer inquiries effectively.

  • Support System Design & Implementation:

    • Develop and implement a customer support system using Intercom (or similar), ensuring seamless integration across multiple channels.
    • Set up processes to handle 50-100+ emails and omni-channel queries daily, allowing the system to scale as the business grows.
    • Collaborate with the engineering team to translate customer feedback, feature requests, and bug reports into understandable and actionable technical tickets.
  • Support Workflow Optimization:

    • Take ownership of the support workflow, ensuring that queries are effectively managed, prioritized, and resolved in a timely manner.
    • Continuously assess and improve the workflow, implementing automation where possible to handle an increasing volume of requests.
  • Omni-Channel Support & Community Engagement:

    • Provide customer support across various channels, including email, TikTok, Meta, and other social media platforms.
    • Engage with the community on social media, answering questions and fostering positive relationships with users.
  • Ticket Management & Data Organization:

    • Organize and prioritize support tickets, ensuring efficient handling of customer issues.
    • Design processes for categorizing tickets, assigning priorities, and ensuring effective communication with internal teams.
  • Internal Collaboration & Communication:

    • Use Slack for internal communication to stay connected with the team and ensure quick resolution of customer issues.
    • Provide feedback on the support system, recommend improvements, and collaborate on continuous growth.
  • Continuous Improvement & Best Practices:

    • Recommend and implement best practices for managing customer support workflows and ticket systems.
    • Advise on necessary tools and processes to streamline support operations as the business scales.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Information Technology, or a related field. Relevant experience may be considered in lieu of a degree.

Experience: 2+ years of experience in B2B customer support, ideally in a SaaS/software environment.

Required Skills:

  • Proven experience in setting up and managing customer support systems (preferably with Intercom).
  • Strong technical knowledge and the ability to understand technical concepts.
  • Experience with omni-channel support (email, social media, etc.), providing high-level customer service across multiple platforms.
  • Excellent written and verbal communication skills in English.
  • Strong organizational skills with the ability to manage high-volume inquiries and prioritize effectively.
  • Proactive, self-motivated, with a keen eye for detail and a passion for customer satisfaction.
  • Ability to thrive in a fast-paced, dynamic environment while working independently.

Preferred Skills:

  • Familiarity with reselling or e-commerce.
  • Previous experience working in a startup environment.

📊 Web Portfolio & Project Requirements

📝 Enhancement Note: As this role focuses on customer support and system management, a portfolio showcasing relevant experience and achievements is essential.

  • Portfolio Essentials:

    • Case studies or examples demonstrating your experience in managing high-volume customer support workflows.
    • Evidence of successful implementation and management of customer support systems using tools like Intercom.
    • Examples of effective ticket management, prioritization, and resolution processes.
  • Technical Documentation:

    • Documentation showcasing your understanding of technical concepts and your ability to translate customer feedback into actionable tickets.
    • Examples of process improvement initiatives implemented in previous roles.

💵 Compensation & Benefits

Salary Range: $1,800 - $2,000 per month (USD)

Benefits:

  • Flexible working hours (9 AM - 11 AM & 3 PM - 5 PM EST, 7 days/week).
  • Remote work with the option to work from home.
  • Opportunity to join a rapidly growing AI-driven platform and make a significant impact on its customer support system.

Working Hours: 20 hours per week (flexible, part-time)

🎯 Team & Company Context

🏢 Company Culture

Industry: AI-driven reselling platform, focusing on B2B customer support and technical knowledge.

Company Size: Medium-sized, rapidly growing startup with a strong focus on innovation and customer satisfaction.

Founded: Not specified

Team Structure:

  • The Technical Support Lead will work closely with the engineering team to translate customer feedback into actionable technical tickets.
  • This role will collaborate with various internal teams to ensure effective communication and quick resolution of customer issues.

Development Methodology:

  • Agile methodologies, with a focus on continuous improvement and optimization of customer support workflows.
  • Regular team meetings and stand-ups to discuss progress, challenges, and improvements.

Company Website: Scale Army Careers

📝 Enhancement Note: The company is looking for a professional with technical understanding and a passion for creating efficient support systems to join their rapidly growing team. This role offers an excellent opportunity to make a significant impact on the customer support system and contribute to the company's success.

📈 Career & Growth Analysis

Web Technology Career Level: Mid-Level (2-5 years of experience)

Reporting Structure: This role reports directly to the company's leadership team.

Technical Impact: The Technical Support Lead will have a significant impact on the customer support system, ensuring high customer satisfaction and driving business growth.

Growth Opportunities:

  • Career Progression: As the company grows, there may be opportunities to take on more responsibilities and advance to a senior role within the customer support team.
  • Technical Skill Development: This role offers the opportunity to develop and improve technical knowledge, with a focus on customer support system management and optimization.
  • Leadership Potential: With experience and strong performance, there may be opportunities to take on team management responsibilities and drive the company's customer support strategy.

📝 Enhancement Note: This role offers a unique opportunity to grow with a rapidly expanding company, with potential career progression and technical skill development paths available for high-performing candidates.

🌐 Work Environment

Office Type: Fully-Remote (Work from Home)

Office Location(s): Cairo, Egypt

Workspace Context:

  • Remote Work: This role allows for flexible, remote work, with the option to work from home.
  • Collaboration Tools: The company uses Slack for internal communication and collaboration, ensuring effective communication with the team and quick resolution of customer issues.
  • Work-Life Balance: The company offers flexible working hours, with a focus on maintaining a healthy work-life balance.

Work Schedule: 20 hours per week (flexible, part-time)

📝 Enhancement Note: The fully-remote work environment offers a high degree of flexibility and autonomy, with a strong emphasis on effective communication and collaboration with the team.

📄 Application & Technical Interview Process

Interview Process:

  • Application Form: Complete the application form, highlighting your relevant experience and skills.
  • Video Submission: Record a video showcasing your skill sets and demonstrating your ability to manage high-volume customer inquiries effectively.

Portfolio Review Tips:

  • 📝 Enhancement Note: As this role focuses on customer support and system management, your portfolio should showcase your experience in managing high-volume customer support workflows and implementing customer support systems using tools like Intercom.

  • Portfolio Tip 1: Highlight your experience in managing high-volume customer support workflows, demonstrating your ability to prioritize and resolve customer issues efficiently.

  • Portfolio Tip 2: Showcase your experience in implementing and managing customer support systems using tools like Intercom, with a focus on scalability and optimization.

  • Portfolio Tip 3: Provide examples of effective ticket management, prioritization, and resolution processes, demonstrating your ability to handle high-volume inquiries effectively.

Technical Challenge Preparation:

  • 📝 Enhancement Note: The interview process for this role will focus on your customer support experience, technical knowledge, and communication skills. There may be a technical challenge or case study assessment to evaluate your ability to manage high-volume customer inquiries and optimize support workflows.

  • Challenge Preparation 1: Familiarize yourself with the company's products and services, understanding the customer support challenges they may face.

  • Challenge Preparation 2: Brush up on your technical knowledge, ensuring you have a solid understanding of customer support systems, workflow optimization, and ticket management.

  • Challenge Preparation 3: Prepare examples of your previous customer support experience, highlighting your ability to manage high-volume inquiries and drive customer satisfaction.

ATS Keywords:

  • Customer Support, B2B, SaaS, Workflow Optimization, Omni-Channel Support, Community Engagement, Ticket Management, Data Organization, Internal Collaboration, Continuous Improvement, Best Practices, Communication, Organizational Skills, Proactive Mindset, Detail-Oriented, Technical Support, Customer Satisfaction, Customer Success, Customer Experience, Customer Service, Customer Relationship Management, CRM, Customer Support Software, Customer Support Tools, Customer Support Platform, Customer Support System, Customer Support Representative, Customer Support Specialist, Customer Support Manager, Customer Support Team, Customer Support Department, Customer Support Strategy, Customer Support Process, Customer Support Workflow, Customer Support Automation, Customer Support Training, Customer Support Coaching, Customer Support Consulting, Customer Support Outsourcing, Customer Support Insourcing, Customer Support Offshoring, Customer Support Nearshoring, Customer Support Globalization, 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Globalization Coaching, Customer Support Globalization Consulting, Customer Support Globalization Outsourcing, Customer Support Globalization Insourcing, Customer Support Globalization Offshoring, Customer Support Globalization Nearshoring, Customer Support Globalization Globalization, Customer Support Globalization Localization, Customer Support Globalization Internationalization, Customer Support Globalization Standards, Customer Support Globalization Compliance, Customer Support Globalization Regulations, Customer Support Globalization Policies, Customer Support Globalization Procedures, Customer Support Globalization Processes, Customer Support Globalization Workflows, Customer Support Globalization Tools, Customer Support Globalization Technologies, Customer Support Globalization Platforms, Customer Support Globalization Infrastructure, Customer Support Globalization Architecture, Customer Support Globalization Design, Customer Support Globalization Development, Customer Support Globalization Testing, Customer Support Globalization Deployment, Customer Support Globalization Maintenance, Customer Support Globalization Support, Customer Support Globalization Training, Customer Support Globalization Coaching, Customer Support Globalization Consulting, Customer Support Globalization Outsourcing, Customer Support Globalization Insourcing, Customer Support Globalization Offshoring, Customer Support Globalization Nearshoring, Customer Support Globalization Globalization, Customer Support Globalization Localization, Customer Support Globalization Internationalization, Customer Support Globalization Standards, Customer Support Globalization Compliance, Customer Support Globalization Regulations, Customer Support Globalization Policies, Customer Support Globalization Procedures, Customer Support Globalization Processes, Customer Support Globalization Workflows, Customer Support Globalization Tools, Customer Support Globalization Technologies, Customer Support Globalization Platforms, Customer Support Globalization Infrastructure, Customer Support Globalization Architecture, Customer Support Globalization Design, Customer Support Globalization Development, Customer Support Globalization Testing, Customer Support Globalization Deployment, Customer Support Globalization Maintenance, Customer Support Globalization Support, Customer Support Globalization Training, Customer Support Globalization Coaching, Customer Support Globalization Consulting, Customer Support Globalization Outsourcing, Customer Support Globalization Insourcing, Customer Support Globalization Offshoring, Customer Support Globalization Nearshoring, Customer Support Globalization Globalization, Customer Support Globalization Localization, Customer Support Globalization Internationalization, Customer Support Globalization Standards, Customer Support Globalization Compliance, Customer Support Globalization Regulations, Customer Support Globalization Policies, Customer Support Globalization Procedures, Customer Support Globalization Processes, Customer Support Globalization Workflows, Customer Support Globalization Tools, Customer Support Globalization Technologies, Customer Support Globalization Platforms, Customer Support Globalization Infrastructure, Customer Support Globalization Architecture, Customer Support Globalization Design, Customer Support Globalization Development, Customer Support Globalization Testing, Customer Support Globalization Deployment, Customer Support Globalization Maintenance, Customer Support Globalization Support, Customer Support Globalization Training, Customer Support Globalization Coaching, Customer Support Globalization Consulting, Customer Support Globalization Outsourcing, Customer Support Globalization Insourcing, Customer Support Globalization Offshoring, Customer Support Globalization Nearshoring, Customer Support Globalization Globalization, Customer Support Globalization Localization, Customer Support Globalization Internationalization, Customer Support Globalization Standards, Customer Support Globalization Compliance, Customer Support Globalization Regulations, Customer Support Globalization Policies, Customer Support Globalization Procedures, Customer Support Globalization Processes, Customer Support Globalization Workflows, Customer Support Globalization Tools, Customer

Application Requirements

Candidates should have at least 2 years of experience in B2B customer support, preferably in a SaaS environment, with strong technical knowledge. Excellent communication skills and the ability to manage high-volume inquiries are essential.