📍 Job Overview

Job Title: Technical Support Lead
Company: Scale Army Careers
Location: Fully-Remote (Work from Home)
Job Type: Part-time, Flexible (7 days/week)
Category: Technical Support, Customer Success
Date Posted: 2025-07-25
Experience Level: 2-5 years
Remote Status: Remote (Fully-Remote)

🚀 Role Summary

Design & Implement Customer Support System: Develop and manage a scalable customer support system using Intercom (or similar) to integrate multiple channels and handle high-volume queries.
Optimize Support Workflow: Continuously assess and improve support workflows, implementing automation where possible to handle increasing volume of requests.
Collaborate with Engineering: Translate customer feedback, feature requests, and bug reports into understandable and actionable technical tickets for engineers.
Manage Omni-Channel Support: Provide customer support across various channels, including email, social media, and other platforms, ensuring efficient handling of customer issues.
Engage with the Community: Build and maintain positive relationships with users by actively engaging with them on social media platforms.

📝 Enhancement Note: This role requires a strong technical background and understanding of SaaS and technical concepts to effectively translate customer feedback into actionable tickets for engineers.

💻 Primary Responsibilities

Support System Design & Implementation:
- Develop and implement a customer support system using Intercom (or similar) to integrate multiple channels (email, social media, etc.).
- Set up processes that allow the system to scale as the business grows, ensuring efficient handling of 50-100+ emails and omni-channel queries daily.
- 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 (or equivalent experience).

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

Required Skills:

Strong technical knowledge and experience in setting up and managing customer support systems (preferably with Intercom).
Experience with omni-channel support (email, social media, etc.), providing high-level customer service across multiple platforms.
Familiarity with reselling or e-commerce is a plus.
Proficiency with Slack for team communication and collaboration.
Familiarity with SaaS and technical concepts, including understanding feature requests and translating them into technical tickets for engineers.
Experience with setting up and configuring support systems and tools (e.g., Intercom, Help Scout).

Preferred Skills:

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

Mindset & Attributes:

Strong organizational skills with the ability to manage high-volume inquiries and prioritize effectively.
Excellent written and verbal communication skills in English.
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.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Customer Support System Demonstration: Provide a live demo or case study showcasing your experience in designing, implementing, and managing a customer support system using Intercom (or similar) that integrates multiple channels and handles high-volume queries.
Ticket Management & Workflow Optimization: Demonstrate your ability to organize and prioritize support tickets, ensuring efficient handling of customer issues. Include examples of workflow improvements and automation implementations.
Omni-Channel Support & Community Engagement: Showcase your experience providing customer support across various channels and engaging with the community on social media platforms. Include examples of positive customer interactions and community growth initiatives.
Internal Collaboration & Communication: Highlight your experience using Slack or similar tools for internal communication, ensuring quick resolution of customer issues. Include examples of successful collaboration with engineering teams to translate customer feedback into actionable technical tickets.

Technical Documentation:

Support System Documentation: Prepare detailed documentation outlining the customer support system's design, implementation, and maintenance processes. Include screenshots, flowcharts, and step-by-step guides to demonstrate your technical proficiency.
Ticket Management & Workflow Optimization Documentation: Document your approach to ticket management and workflow optimization, including prioritization strategies, automation techniques, and performance metrics.
Omni-Channel Support & Community Engagement Documentation: Prepare a comprehensive guide detailing your experience providing customer support across various channels and engaging with the community on social media platforms. Include best practices, success stories, and lessons learned.

💵 Compensation & Benefits

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

Benefits:

Flexible working hours and remote work arrangement.
Opportunity to work with a rapidly growing AI-driven platform in the reselling industry.
Potential for career growth and professional development in a dynamic startup environment.

Working Hours: 20 hours per week, with flexible scheduling around the core hours of 9 AM - 11 AM and 3 PM - 5 PM EST.

📝 Enhancement Note: The salary range provided is based on regional market standards for B2B customer support roles in the SaaS industry. The benefits listed are tailored to remote workers and focus on work-life balance and professional growth opportunities.

🎯 Team & Company Context

🏢 Company Culture

Industry: B2B SaaS, Reselling, E-commerce

Company Size: Small to Medium (Rapidly Growing)

Founded: 2022

Team Structure:

Small, close-knit team with a flat hierarchy.
Cross-functional collaboration between customer support, engineering, and marketing teams.
Remote work environment with a global team.

Development Methodology:

Agile/Scrum methodologies for sprint planning and project management.
Continuous integration and deployment (CI/CD) pipelines for automated testing and deployment.
Regular code reviews and quality assurance practices to ensure high-quality customer support systems and tools.

Company Website: Scale Army Careers

📝 Enhancement Note: Scale Army Careers is a rapidly growing AI-driven platform focused on changing the landscape of reselling. The company values innovation, collaboration, and customer satisfaction, providing an excellent opportunity for professionals seeking to grow in a dynamic startup environment.

📈 Career & Growth Analysis

Technical Support Lead Career Level: This role is ideal for an experienced customer support professional with a strong technical background and a proven track record in designing, implementing, and managing scalable customer support systems. The Technical Support Lead is responsible for optimizing support workflows, collaborating with engineering teams, and ensuring high customer satisfaction ratings.

Reporting Structure: This role reports directly to the Head of Customer Success or a similar executive role within the organization. The Technical Support Lead is expected to work closely with the engineering team to translate customer feedback into actionable technical tickets and collaborate with the marketing team to ensure consistent messaging across customer support channels.

Technical Impact: The Technical Support Lead plays a pivotal role in building and scaling a customer support system that grows with the company. By effectively managing high-volume inquiries, optimizing support workflows, and engaging with the community, the Technical Support Lead directly impacts customer satisfaction, user engagement, and the overall success of the platform.

Growth Opportunities:

Technical Specialization: As the company grows, there may be opportunities to specialize in specific aspects of customer support, such as technical support, escalation management, or community management.
Team Leadership: With experience and proven success, there may be opportunities to lead a team of customer support professionals, driving growth and innovation within the department.
Cross-Functional Collaboration: As the company expands its offerings, there may be opportunities to work closely with other departments, such as marketing, sales, or product development, to drive strategic initiatives and improve the overall customer experience.

📝 Enhancement Note: The Technical Support Lead role offers significant growth potential for the right candidate, with opportunities to specialize in specific aspects of customer support, lead a team, and drive strategic initiatives within the company.

🌐 Work Environment

Office Type: Fully-Remote (Work from Home)

Office Location(s): Fully-Remote (Work from Home)

Workspace Context:

Remote Work Environment: The fully-remote work environment allows for a flexible and autonomous work arrangement, with core hours of 9 AM - 11 AM and 3 PM - 5 PM EST.
Collaborative Tools: The company uses Slack for internal communication, ensuring quick resolution of customer issues and effective collaboration with the team.
Cross-Functional Collaboration: The Technical Support Lead works closely with the engineering and marketing teams to ensure consistent messaging across customer support channels and drive strategic initiatives.

Work Schedule: Flexible scheduling around the core hours of 9 AM - 11 AM and 3 PM - 5 PM EST, with a total of 20 hours per week.

📝 Enhancement Note: The fully-remote work environment and flexible scheduling provide Technical Support Leads with the autonomy and work-life balance needed to thrive in a dynamic, fast-paced role.

📄 Application & Technical Interview Process

Interview Process:

Application Review: The hiring team will review your application and video submission to assess your qualifications and cultural fit for the role.
Phone Screen: A brief phone or video call to discuss your application, answer any questions, and assess your communication skills.
Technical Deep Dive: A comprehensive technical interview focused on your experience in designing, implementing, and managing customer support systems, as well as your understanding of SaaS and technical concepts.
Final Interview: A final interview with the hiring manager or a senior team member to discuss your career goals, cultural fit, and next steps in the application process.

Portfolio Review Tips:

Customer Support System Demonstration: Prepare a live demo or case study showcasing your experience in designing, implementing, and managing a customer support system using Intercom (or similar) that integrates multiple channels and handles high-volume queries.
Ticket Management & Workflow Optimization: Highlight your ability to organize and prioritize support tickets, ensuring efficient handling of customer issues. Include examples of workflow improvements and automation implementations.
Omni-Channel Support & Community Engagement: Showcase your experience providing customer support across various channels and engaging with the community on social media platforms. Include examples of positive customer interactions and community growth initiatives.
Internal Collaboration & Communication: Emphasize your experience using Slack or similar tools for internal communication, ensuring quick resolution of customer issues. Include examples of successful collaboration with engineering teams to translate customer feedback into actionable technical tickets.

Technical Challenge Preparation:

Customer Support System Design & Implementation: Brush up on your knowledge of customer support systems, such as Intercom, and familiarize yourself with the latest best practices for designing and implementing scalable support systems.
Ticket Management & Workflow Optimization: Review ticket management strategies, prioritization techniques, and automation tools to ensure you can effectively handle high-volume inquiries and optimize support workflows.
Omni-Channel Support & Community Engagement: Refresh your understanding of omni-channel support best practices, social media engagement strategies, and community management techniques to ensure you can provide high-level customer service across multiple platforms.

ATS Keywords: Customer Support, B2B, SaaS, Technical Support, Workflow Optimization, Omni-Channel Support, Community Engagement, Ticket Management, Data Organization, Internal Collaboration, Continuous Improvement, Best Practices, Organizational Skills, Communication Skills, Proactive Mindset, Startup Experience, Remote Work, Flexible Scheduling, AI-driven Platform, Reselling, E-commerce.

📝 Enhancement Note: The interview process for the Technical Support Lead role is designed to assess your technical proficiency, communication skills, and cultural fit for the organization. By preparing thoroughly and showcasing your relevant experience, you can demonstrate your qualifications and increase your chances of success in the application process.

🛠 Technology Stack & Web Infrastructure

Customer Support Systems:

Intercom (or similar): Experience with customer support systems, such as Intercom, is required for this role. Familiarity with the platform's features, integration capabilities, and best practices is essential for designing and implementing a scalable support system.

Collaboration Tools:

Slack: Proficiency with Slack for team communication and collaboration is required for this role. Familiarity with the platform's features, communication channels, and integration capabilities is essential for ensuring quick resolution of customer issues and effective collaboration with the team.

Project Management & Workflow Optimization Tools:

Trello, Asana, or similar: Experience with project management and workflow optimization tools, such as Trello or Asana, is preferred for this role. Familiarity with these platforms' features, task management, and collaboration capabilities can help streamline support operations and improve efficiency.

📝 Enhancement Note: The technology stack for the Technical Support Lead role is focused on customer support systems, collaboration tools, and project management platforms. Familiarity with these tools and their features is essential for designing, implementing, and managing a scalable customer support system that grows with the company.

👥 Team Culture & Values

Customer Support Values:

Customer-Centric: Prioritize customer satisfaction and user experience in all aspects of customer support, from initial contact to issue resolution.
Proactive & Responsive: Actively engage with customers, anticipate their needs, and respond promptly to their inquiries and concerns.
Empathetic & Patient: Understand and share the feelings of customers, demonstrating empathy and patience in all interactions.
Continuously Learning: Stay up-to-date with industry trends, best practices, and emerging technologies to improve customer support processes and enhance the user experience.

Collaboration Style:

Cross-Functional: Work closely with other departments, such as engineering and marketing, to ensure consistent messaging across customer support channels and drive strategic initiatives that improve the overall customer experience.
Transparent & Open: Foster an open and transparent work environment, encouraging regular communication, feedback, and collaboration among team members.
Supportive & Inclusive: Create a supportive and inclusive team culture that values diversity, encourages innovation, and promotes professional growth.

📝 Enhancement Note: The customer support values and collaboration style for the Technical Support Lead role emphasize customer-centricity, proactivity, empathy, continuous learning, cross-functional collaboration, transparency, and inclusivity. By embracing these values, Technical Support Leads can create a positive work environment that drives customer satisfaction and team success.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Scalability: Design and implement a customer support system that can handle an increasing volume of inquiries as the business grows.
Omni-Channel Support: Provide high-level customer service across multiple channels, including email, social media, and other platforms, ensuring efficient handling of customer issues.
Community Engagement: Engage with the community on social media platforms, answering questions, and fostering positive relationships with users.
Technical Ticket Translation: Collaborate with engineering teams to translate customer feedback, feature requests, and bug reports into understandable and actionable technical tickets.

Learning & Development Opportunities:

Technical Specialization: As the company grows, there may be opportunities to specialize in specific aspects of customer support, such as technical support, escalation management, or community management.
Leadership Development: With experience and proven success, there may be opportunities to lead a team of customer support professionals, driving growth and innovation within the department.
Cross-Functional Collaboration: As the company expands its offerings, there may be opportunities to work closely with other departments, such as marketing, sales, or product development, to drive strategic initiatives and improve the overall customer experience.

📝 Enhancement Note: The technical challenges and learning & development opportunities for the Technical Support Lead role require a proactive, innovative, and customer-focused mindset. By embracing these challenges and pursuing growth opportunities, Technical Support Leads can drive customer satisfaction, improve the user experience, and contribute to the company's overall success.

💡 Interview Preparation

Technical Questions:

Customer Support System Design & Implementation: Describe your experience designing, implementing, and managing a customer support system using Intercom (or similar). Discuss the challenges you faced, the solutions you implemented, and the outcomes you achieved.
Ticket Management & Workflow Optimization: Explain your approach to ticket management and workflow optimization. Discuss the prioritization strategies, automation techniques, and performance metrics you used to improve support efficiency and customer satisfaction.
Omni-Channel Support & Community Engagement: Share your experience providing customer support across various channels and engaging with the community on social media platforms. Describe the strategies you used to ensure high-level customer service and positive community interactions.

Company & Culture Questions:

Customer Support Culture: Describe your understanding of the company's customer support culture and how you would contribute to its success. Discuss your experience with customer-centric, proactive, and empathetic support practices.
Cross-Functional Collaboration: Explain your experience working with other departments, such as engineering and marketing, to ensure consistent messaging across customer support channels and drive strategic initiatives that improve the overall customer experience.
Customer Support Best Practices: Discuss your familiarity with customer support best practices, industry trends, and emerging technologies. Describe how you would apply this knowledge to improve customer support processes and enhance the user experience.

Portfolio Presentation Strategy:

Customer Support System Demonstration: Prepare a live demo or case study showcasing your experience in designing, implementing, and managing a customer support system using Intercom (or similar) that integrates multiple channels and handles high-volume queries. Include screenshots, flowcharts, and step-by-step guides to demonstrate your technical proficiency.
Ticket Management & Workflow Optimization Documentation: Prepare a comprehensive guide detailing your approach to ticket management and workflow optimization, including prioritization strategies, automation techniques, and performance metrics. Include visual aids, such as charts and graphs, to illustrate your impact on support efficiency and customer satisfaction.
Omni-Channel Support & Community Engagement Documentation: Prepare a detailed report outlining your experience providing customer support across various channels and engaging with the community on social media platforms. Include examples of positive customer interactions, community growth initiatives, and best practices for ensuring high-level customer service and positive community interactions.

📝 Enhancement Note: The interview preparation for the Technical Support Lead role focuses on assessing your technical proficiency, communication skills, and cultural fit for the organization. By preparing thoroughly and showcasing your relevant experience, you can demonstrate your qualifications and increase your chances of success in the application process.

📌 Application Steps

To apply for this Technical Support Lead position:

Submit Your Application: Fill in the application form, highlighting your relevant experience, qualifications, and career goals.
Record a Video Submission: Prepare a video showcasing your skill sets, focusing on your experience in designing, implementing, and managing customer support systems, as well as your understanding of SaaS and technical concepts.
Prepare for the Phone Screen: Review the job description, research the company, and practice common interview questions to ensure you are ready for a brief phone or video call to discuss your application and assess your communication skills.
Prepare for the Technical Deep Dive: Brush up on your knowledge of customer support systems, such as Intercom, and familiarize yourself with the latest best practices for designing and implementing scalable support systems. Review ticket management strategies, prioritization techniques, and automation tools to ensure you can effectively handle high-volume inquiries and optimize support workflows. Refresh your understanding of omni-channel support best practices, social media engagement strategies, and community management techniques to ensure you can provide high-level customer service across multiple platforms.
Prepare for the Final Interview: Research the company's culture, values, and mission to ensure you can demonstrate your cultural fit and alignment with the organization's goals. Prepare thoughtful questions to ask the hiring manager or senior team member about the company's growth plans, team dynamics, and opportunities for professional development.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web technology industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Technical Support Lead