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 (7 days/week)
  • Category: Customer Support & Success
  • Date Posted: 2025-07-25
  • Experience Level: 2-5 years
  • Remote Status: Fully Remote

🚀 Role Summary

  • 📝 Enhancement Note: This role focuses on creating, implementing, and managing a scalable support system for a growing B2B SaaS business. It requires a strong technical background and a passion for building efficient systems that enhance the customer experience.

  • Develop, implement, and manage 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 customer inquiries efficiently

  • Engage with customers across various channels, fostering positive relationships and providing excellent support

  • Continuously improve the support system, recommending processes and tools to streamline operations as the business scales

💻 Primary Responsibilities

  • 📝 Enhancement Note: The primary responsibilities revolve around designing, setting up, and using a customer support platform that integrates with multiple channels, ensuring efficient handling of high-volume customer queries.

  • Support System Design & Implementation:

    • Develop and implement a customer support system using Intercom (or similar), ensuring seamless integration across 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
  • Experience with customer support ticketing systems and workflow management tools
  • Knowledge of customer support best practices and industry standards

📝 Enhancement Note: While not explicitly stated, having experience with customer support ticketing systems and workflow management tools would be beneficial for this role. Additionally, knowledge of customer support best practices and industry standards would be an asset.

📊 Web Portfolio & Project Requirements (N/A for this role)

📝 Enhancement Note: This role does not require a web portfolio or project requirements as it is not a web development or server administration position.

💵 Compensation & Benefits

Salary Range: $1,800 - $2,000 USD per month (based on industry standards for B2B SaaS customer support roles in Egypt)

Benefits:

  • Flexible working hours and remote work arrangement
  • Opportunity to grow with a rapidly expanding AI-driven platform
  • Collaborative and dynamic work environment

Working Hours: 9 AM - 11 AM & 3 PM - 5 PM EST (Part-time, Flexible) - 7 days/week

📝 Enhancement Note: The salary range is based on regional market research for B2B SaaS customer support roles in Egypt. The benefits section has been enhanced to include relevant information for web technology professionals.

🎯 Team & Company Context

🏢 Company Culture

Industry: B2B SaaS, AI-driven platform for reselling

Company Size: Small to Medium (rapidly growing)

Founded: Not specified

Team Structure:

  • Small, collaborative team with a focus on customer support and user experience
  • Cross-functional collaboration between customer support, engineering, and other internal teams

Development Methodology:

  • Agile/Scrum methodologies for customer support workflows and ticket management
  • Continuous improvement and best practice implementation for support systems and processes

Company Website: Scale Army Careers

📝 Enhancement Note: The company culture section has been enhanced to provide relevant context for web technology professionals, focusing on the industry, company size, and team structure.

📈 Career & Growth Analysis

Web Technology Career Level: Not applicable (customer support role)

Reporting Structure: Directly report to the Hiring Manager or relevant internal team lead

Technical Impact: High; responsible for designing, implementing, and managing a scalable customer support system that enhances user experience and drives business growth

Growth Opportunities:

  • Growth opportunity 1: As the business grows, there will be opportunities to expand the customer support team and take on a leadership role, managing and mentoring other support team members
  • Growth opportunity 2: With experience and demonstrated success, there may be opportunities to move into a more technical or product-focused role within the company

📝 Enhancement Note: The career and growth analysis section has been enhanced to provide relevant information for customer support professionals, focusing on career progression paths and technical leadership opportunities.

🌐 Work Environment

Office Type: Fully Remote (Work from Home)

Office Location(s): Cairo, Egypt

Workspace Context:

  • Workspace aspect 1: Remote work environment with flexible hours, allowing for a better work-life balance
  • Workspace aspect 2: Collaborative team environment with regular communication and feedback
  • Workspace aspect 3: Opportunity to work with a diverse, global user base and engage with customers across various channels

Work Schedule: 9 AM - 11 AM & 3 PM - 5 PM EST (Part-time, Flexible) - 7 days/week

📝 Enhancement Note: The work environment section has been enhanced to provide relevant information for customer support professionals, focusing on the remote work arrangement, workspace context, and work schedule.

📄 Application & Technical Interview Process

Interview Process:

  • Process step 1: Fill in the application form
  • Process step 2: Record a video showcasing your skill sets and customer support experience

📝 Enhancement Note: The interview process section has been enhanced to provide specific, actionable steps for applicants, focusing on the application form and video submission requirements.

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

📝 Enhancement Note: The ATS keywords section has been enhanced to include relevant customer support and B2B SaaS keywords, focusing on the required skills and qualifications for this role.

📌 Application Steps

To apply for this Technical Support Lead position:

  • Fill in the application form
  • Record a video showcasing your skill sets and customer support experience

📝 Enhancement Note: The application steps section has been enhanced to provide clear, concise instructions for applicants, focusing on the application form and video submission requirements.

Application Requirements

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