We are hiring a technical customer support person with an owner's mentality.
You will own support for QuickMail and Mailflow, our deliverability add-on. There is no first or second line. You are the first and last person our customers talk to.
Customers count on you to solve their problems and find the real cause when something breaks. You work closely with engineering, and you tell the founder what we need to know to make the product better: where the friction is and where the opportunities are.
The role covers the help desk, system health checks, testing new releases before they ship, and leading the weekly team meeting. It takes excellent communication, solid technical understanding and sharp critical thinking.
This is not a script-reading job. Most tickets involve deliverability, DNS records, LinkedIn automation or campaign setup. You dig into customer accounts in our Support Dashboard, reproduce the issue, then decide what to do and how to explain it to the customer.
We are a remote team spread across time zones. Most routine tasks have a written guide with a checklist, so you know what done looks like. You are expected to refine and improve those processes. When something new comes up, you work out the most efficient way to handle it.
If you want a lot of autonomy across many areas, real responsibility and a fast-paced environment, this role is for you.
You own two things: customers get unstuck fast, and the product stays reliable
Every day
Delighting customers
Making support smarter with AI
Keeping the product solid
Running the week
Tools you'll use: Helpscout, our Support Dashboard, Sidekiq, GitHub, Slack, Telegram, MonsterOps, Outline, MxToolbox, Postmark, Bento, TidyCal, Fathom, Visual Code and Claude.
You build rapport fast. You are warm, positive, and relatable in writing and on calls.
You are a good communicator. Externally, you can show warmth, empathy and care. Internally, you are able to communicate clearly and concisely about important things.
You can operate with minimal instructions. You understand a short brief without every detail spelled out. You can prioritize well (especially when you have a lot on your plate), and get things done without hand-holding.
You are comfortable on video. You are natural on live calls with Zoom and Meet, and on recorded video through tools like loom.
Your teammates can always count on you. You say what you'll do and you do what you said.
You act with a constant sense of urgency. You can execute fast and find new ways to improve your productivity.
You are resourceful. You use all the tools at your disposal to get great results.
You have a low ego. You don't take offense easily and you handle disagreement as a discussion, not a personal attack.
Growth mindset. You are positive about new workflow/process/product/tool changes. You love giving and receiving positive and negative feedback without getting defensive.
Hours that overlap with East coast US and UK, where most of our customers are.
You’ll work directly with me, the founder, and with our lead developer.
Working with me can be intense. Here is what that looks like in practice:
This role suits someone with high emotional intelligence, who doesn’t take things personally, asks when something is unclear, and keeps many things moving at once.
Your schedule can be flexible. If you have a martial arts class every Thursday at 3 pm, go and make up the time later. In return, on the rare occasion we need your help on a weekend, we ask you to be flexible too.