Head of Customer & Technical Support

A growing kosher technology startup is seeking a Head of Customer & Technical Support to build their lead our support operations while helping advance kosher standards in digital technology.

Location: Remote / Flexible (U.S or Israel Preferred)

Type: Full-Time

Salary: Commensurate with experience

About the Role

We are looking for an exceptional problem solver and systems builder to lead our Customer and Technical Support Operations.

This role is responsible for designing and managing the entire support infrastructure, overseeing the customer support team, and personally handling complex technical support issues that require deeper investigation.

The ideal candidate combines technical ability, operational thinking, and leadership to build scalable support systems, manage the support team, coordinate with developers, and continuously improve both the customer experience and our filtering technology.

Because our mission centers around kosher technology, the right candidate must also be passionate about strengthening and advancing kashrus standards in digital technology.

This is primarily a leadership and systems role, but the candidate will also personally handle complex technical issues that are escalated beyond the support team.

Responsibilities

Build and Manage the Support System

• Design and implement the company’s customer support infrastructure
• Set up and manage the help desk platform (Freshdesk or similar)
• Create support workflows, automations, and ticket routing
• Build and maintain a comprehensive knowledge base
• Set up support channels including helpdesk, phone line, and documentation
• Develop internal troubleshooting guides and support playbooks
  

Lead and Oversee the Customer Support Team

• Manage and supervise customer support representatives
• Ensure tickets are handled professionally and efficiently
• Monitor response quality and customer satisfaction
• Train support staff and improve team performance
• Establish support policies and procedures
  

Handle Technical Escalations

• Serve as the escalation point for complex technical support issues
• Investigate advanced technical problems that frontline support cannot resolve
• Troubleshoot issues involving system behavior, integrations, or configuration
• Work closely with the development team to reproduce bugs and resolve issues
  

Coordinate with Product & Development

• Identify recurring technical problems from support cases
• Communicate technical issues and customer feedback to developers
• Help prioritize fixes and product improvements
• Assist with technical documentation and troubleshooting guidance
  

Advance Kosher Technology Standards

• Help improve the effectiveness of our kashrus filtering systems
• Research and identify new problematic content or technologies
• Analyze apps and platforms to identify new areas that require protection or filtering
• Work with product and development teams to strengthen filtering systems
  
  

Implement Automation and AI

• Utilize AI tools to improve customer support workflows
• Implement automations using no-code platforms such as Zapier
• Continuously improve efficiency through automation and technology
  

Requirements

• Previous experience working in or leading customer service or technical support teams
• Strong problem-solving ability and analytical thinking
• Basic understanding of coding concepts
• Familiarity with no-code tools such as Zapier
• Experience with help desk platforms (Freshdesk, Zendesk, Intercom, etc.)
• Strong organizational and leadership skills
• Ability to build systems, processes, and documentation
  

Ideal Candidate

The ideal candidate:

• Is passionate about kosher technology
• Loves solving complex technical problems
• Is both technical and operational
• Enjoys building systems and improving processes
• Has experience mentoring or managing support teams
• Takes ownership and drives improvements independently
  
  

Bonus experience:

• Experience implementing AI tools in customer support
• Background in technical support engineering
• Experience analyzing apps or digital platforms
  

Requirements

• Previous experience working in or leading customer service or technical support teams
• Strong problem-solving ability and analytical thinking
• Basic understanding of coding concepts
• Familiarity with no-code tools such as Zapier
• Experience with help desk platforms (Freshdesk, Zendesk, Intercom, etc.)
• Strong organizational and leadership skills
• Ability to build systems, processes, and documentation