Owner-Minded Technical Support Specialist (Remote)

Resumonk; United States; Remote; USD 28,000 - 45,000; Full time

Job summary

QuickMail, a remote team, seeks a technical customer support lead who owns QuickMail and Mailflow support end-to-end. You are the first and last contact for customers, triaging issues, reproducing errors, and explaining solutions clearly.

You’ll drive health checks, test releases before shipping, and lead weekly team meetings. If you enjoy autonomy, fast-paced problem solving, and improving processes, this role is for you.

Qualifications

• You build rapport fast and are warm, positive, and relatable in writing and on calls.
• You are a good communicator, able to show warmth and care externally and clearly internally.
• You can operate with minimal instructions, prioritize well, and get things done without hand-holding.
• You are comfortable on video and with live calls using Zoom, Meet, or Loom.
• Your teammates can count on you; you say what you’ll do and you do it.
• You act with urgency and find new ways to improve productivity.
• You are resourceful and use tools to achieve great results.
• You have a growth mindset and welcome feedback without getting defensive.
• Hours overlap with East Coast US and UK time zones.

Responsibilities

• Set daily support priorities and manage the Help Scout queue for QuickMail and Mailflow.
• Check the support dashboard for latency, blacklist status, and newly purchased domains; investigate and resolve.
• Review fraud alerts and disable scam accounts.
• Speak with customers on calls, build rapport, and set them up for success.
• Update changelog and help articles after releases and customer requests.
• Share customer feedback with the team and solicit testimonials where appropriate.
• Improve AI support by reviewing answers, fixing docs, and notifying customers when needed.
• Write automated tests and use AI to test staging before customers.
• Coordinate with MCP connections to get accurate support data.
• Gatekeep releases; test on staging, assess impact, and prepare release notes.
• Lead weekly team meetings and keep KPIs current in MonsterOps.
• Maintain and reference tools like Helpscout, Support Dashboard, GitHub, Postmark, and others.

Skills

Rapport building

Communication

Autonomy

Video calls

Reliability

Urgency

Resourcefulness

Growth mindset

US/UK hours

Tools

Helpscout

Support Dashboard

Sidekiq

GitHub

Slack

Telegram

MonsterOps

Outline

MxToolbox

Postmark

Bento

TidyCal

Fathom

Visual Code

Claude

Job description

QuickMail, a remote team, seeks a technical customer support lead who owns QuickMail and Mailflow support end-to-end. You are the first and last contact for customers, triaging issues, reproducing errors, and explaining solutions clearly.

You’ll drive health checks, test releases before shipping, and lead weekly team meetings. If you enjoy autonomy, fast-paced problem solving, and improving processes, this role is for you.