Head of Technical Support - Remote (US Hours)

NEPSE Trading

United States

Remote

USD 120,000 - 160,000

Full time

14 days+

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Job summary

Koast.ai is seeking a Head of Technical Support to lead remote US-hours support for a fast-growing AI ads platform. You will own onboarding, ticket management, QA on releases, and act as the anchor between customers and engineering.

You will drive processes, build playbooks, and improve the support experience for agencies and enterprise buyers. You will manage the Intercom queue, reproduce bugs with precise steps, and contribute to knowledge articles while monitoring system health and

Qualifications

3+ years in customer support or technical support for a B2B SaaS product.
Hands-on Meta ads experience with Ads Manager and API issues.
Agency or performance marketing background strongly preferred.
Experience with Intercom or similar support platform and ticketing tools.
Experience running QA or UAT on software releases.
Able to read logs, API responses, and error monitoring.
No coding required; able to read enough to locate problems.
Familiarity with attribution tools is a plus.
Full-time availability during US business hours.

Responsibilities

Onboard every new account, own every ticket, QA every release before production.
Manage Intercom queue, ensure fast response times and quality resolutions.
Reproduce bugs with steps and account context, file in Shortcut with details.
Collaborate with engineering to surface patterns and drive fixes.
Write help center articles and Loom walkthroughs for common issues.
Monitor Sentry and PostHog for errors and drop-offs; flag widespread problems.
Own weekly support reviews and report customer-health trends to leadership.