Head of Technical Support
Remote regions
USBenefits
Unlimited PTO
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Technical Support
About the Role:
- Build the technical support function from scratch, including service model, escalation paths, and SLAs.
- Select and implement a ticketing platform and own the full rollout.
- Launch a customer-facing help center with self-service content and AI chatbot.
What You'll Do:
- Design EdSights' technical support function: service model, escalation paths, SLAs, and operating principles.
- Own core KPIs (CSAT, response time, resolution time) and report to leadership.
- Analyze support trends to surface product gaps and documentation needs.
What We're Looking For:
- 4 to 7 years in technical support leadership within a B2B SaaS environment.
- Proven track record building or significantly scaling a support function.
- Comfort working with APIs, webhooks, and integrations; experience with ticketing platforms.
EdSights
EdSights builds AI-powered student engagement and retention software for higher education, helping colleges understand student needs. They are a high-growth startup backed by $80M, with 300+ partners, and a culture that values ownership, speed, and making a measurable difference for students.