Technical Customer Support
QuickMail
About this role
## Technical Customer Support — QuickMail / Mailflow QuickMail is a cold email and LinkedIn outreach platform focused on deliverability. We’ve been running since 2014 and pioneered deliverability tech like **Inbox rotation** and **deliverability AI**. ### The Role We’re hiring a **technical customer support** person with an **owner’s mentality**. - You will **own support** for **QuickMail** and **Mailflow**. - There is **no first/second line**—you are the **first and last** person customers talk to. - You solve customer problems and **find the real cause** when something breaks. - You work closely with engineering and share what you learn with the founder to improve the product. This role includes: - Help desk ownership - System health checks - Testing new releases before they ship - Leading the weekly team meeting Most tickets involve **deliverability**, **DNS records**, **LinkedIn automation**, or **campaign setup**. You’ll investigate in our Support Dashboard, reproduce issues, decide next steps, and explain clearly to customers. We’re a **remote team across time zones**. Most routine tasks have written guides/checklists, and you’re expected to **refine and improve** those processes. ### What Work Looks Like **You own two outcomes:** 1) Customers get unstuck fast 2) The product stays reliable **Daily responsibilities include:** - Set support priorities and work the Help Scout queue for QuickMail + Mailflow - Triage, resolve, and dig deeper when needed - Check the Support Dashboard (job queue, event-stream latency, blacklist status, newly purchased domains) - Investigate and drive issues to resolution - Review fraud alerts and disable scam/abuse accounts **Delighting customers** - Jump on calls, build rapport quickly, and set customers up for success - Update changelog + help articles based on shipped changes and customer requests - Share customer feedback with the team - Identify happy customers for reviews/case studies and monitor NPS **Making support smarter with AI** - Improve the AI support agent by reviewing answers and correcting docs when it’s wrong - Contact customers when AI replies are off - Write/maintain automated tests (with AI) to break staging before customers do - Use MCP connections (e.g., Helpscout, GitHub, Postmark, etc.) to spot what’s worth improving **Keeping the product solid** - Gatekeep releases: test weekly staging changes and confirm readiness to ship - Report bugs as GitHub issues with everything developers need (repro steps, screenshots/Loom, GraphQL/console errors) - Handle red alerts (e.g., emails not sending, login down): confirm, alert the team (Slack/Telegram), update the status page every 30 minutes, keep customers informed, drive the fix, then run a retrospective **Running the week** - Lead the weekly team meeting in MonsterOps (issues, to-dos, numbers) - Keep status + KPIs current in MonsterOps ### Tools you’ll use Helpscout, Support Dashboard, Sidekiq, GitHub, Slack, Telegram, MonsterOps, Outline, MxToolbox, Postmark, Bento, TidyCal, Fathom, Visual Code, Claude ### Who You Are - Builds rapport fast; warm, positive, relatable in writing and on calls - Communicates clearly and concisely (especially internally) - Can operate with minimal instructions and prioritize effectively - Comfortable on video (Zoom/Meet) and with recorded video (e.g., Loom) - Reliable and accountable: you do what you say you’ll do - Urgent when needed, resourceful, low ego - Handles disagreement as a discussion,
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