Head of Technical Customer Support

Cintrifuse; Chicago (IL); Hybrid; USD 150,000 - 210,000; Full time

Benefits offered by this job

Medical benefits

401(k) plan

Paid vacation

Company holidays

Career growth

Job summary

Carefeed is seeking an experienced leader to head our customer-facing technical support team. You will shape processes, tooling, and SLAs to deliver outstanding service while working closely with engineering on recurring issues.

In this hands-on role, you will learn Carefeed’s product integrations and internal logic, aim to prevent issues, and drive improvements across support, implementation, and customer success teams.

Qualifications

• 7+ years in technical support, support engineering, or customer-facing engineering at a B2B SaaS company, incl. 3+ years managing a team.
• Strong technical depth: read logs, reason through integration failures, write SQL, discuss with engineers.
• Experience alongside an engineering org — incident response, hands-on with Intercom/Zendesk, Jira, and BI tools.

Responsibilities

• Lead and grow the client support team.
• Define and uphold SLAs, workflows, routing, macros, and content; partner with other teams.
• Own escalations and production incidents; manage triage and post-incident reviews.
• Scale self-service: maintain knowledge base, runbooks, and in-product guidance.

Skills

Technical leadership

SQL

Support platforms

Jira

BI tools

Incident management

On-call

Tools

Intercom

Zendesk

Jira

Metabase

Job description

Carefeed is seeking an experienced leader to head our customer-facing technical support team. You will shape processes, tooling, and SLAs to deliver outstanding service while working closely with engineering on recurring issues.

In this hands-on role, you will learn Carefeed’s product integrations and internal logic, aim to prevent issues, and drive improvements across support, implementation, and customer success teams.