Head of Technical Support — Remote Freelance Lead

ActivePrime, Inc.; United States; Remote; USD 83.000 - 124.000; Vollzeit

Zusammenfassung

ActivePrime, Inc. is seeking a Senior Manager - Technical Support to lead and scale our B2B SaaS support organization. This fully remote, freelance role requires ownership of daily operations, cross-shift coordination, and close interaction with product, QA, engineering, sales, and partner teams.

You will drive ticket triage, escalation, and documentation, while developing instructional content and SOPs. The role demands a product-minded leader comfortable in a fast-moving startup and across

Qualifikationen

• 10+ years in technical support, customer success, or related roles in SaaS.
• Experience leading a technical support team with shift coverage and escalations.
• Proven ability to gather full context with thorough discovery before decisions.
• Excellent listening and written/verbal English communication across teams.
• Experience writing SOPs and process documentation for support/ops.
• Familiarity with CRM data management and modern ticketing systems.
• Salesforce certifications (Administrator, Advanced Administrator or equivalent).
• Prior experience at a Salesforce ISV is a plus.

Aufgaben

• Own daily technical support operations across two shifts, ensuring ticket coverage and continuity.
• Triage inbound tickets with full discovery and rigorous investigations before escalation.
• Act as gatekeeper between customer-facing teams and engineering; ensure well-documented issues reach engineering.
• Escalate confirmed product issues with clear reproduction steps and supporting docs.
• Manage shift handoffs with clear context, open issues, and priorities.
• Serve as a direct, professional, customer-facing resource for escalated issues.
• Be available outside business hours, including weekends, to ensure resolution.
• Support release weekends with notes and enablement materials; track support metrics.
• Partner with QA to align on issues and surface gaps in test cases.
• Create instructional product videos and written communications for users and partners.
• Develop and maintain knowledge base content and known issue logs.

Kenntnisse

Technical leadership

Shift management

Escalation workflows

SOP writing

Cross-functional collaboration

CRM data management

Customer communication

Tools

Salesforce

Jobbeschreibung

ActivePrime, Inc. is seeking a Senior Manager - Technical Support to lead and scale our B2B SaaS support organization. This fully remote, freelance role requires ownership of daily operations, cross-shift coordination, and close interaction with product, QA, engineering, sales, and partner teams.

You will drive ticket triage, escalation, and documentation, while developing instructional content and SOPs. The role demands a product-minded leader comfortable in a fast-moving startup and across