Technical Customer Support

QuickMail, a dynamic player in the cold email and LinkedIn outreach space, is seeking a proactive and technically adept individual to join their customer support team. Founded in 2014, QuickMail has carved a niche by focusing on email deliverability technology, empowering clients to achieve tangible results. This is not your typical support role; it demands an "owner's mentality," where you'll be the primary point of contact for customers, guiding them from initial inquiry to final resolution.

About the Role

This position offers a unique opportunity to take complete ownership of technical support for both QuickMail and its deliverability add-on, Mailflow. You will be the sole individual managing the support queue, meaning there's no escalation path – you are the first and last point of contact for every customer. This requires a deep dive into customer issues, not just to fix immediate problems but to uncover the root causes of any technical glitches. You will also act as a crucial liaison between the customer base and the engineering team, providing invaluable insights into user friction points and potential product enhancements directly to the founder. This role thrives on autonomy, genuine responsibility, and operating within a fast-paced, problem-solving environment.

Your day-to-day responsibilities will be varied and impactful, revolving around ensuring customer success and driving product improvement:

• **Prioritise and Manage Support:** You’ll be responsible for setting daily support priorities and actively managing the Help Scout queue for both QuickMail and Mailflow.
• **Diagnose and Investigate:** Utilising the support dashboard, you will proactively investigate and diagnose technical issues, ensuring timely and accurate identification of problems.
• **Direct Customer Engagement:** Engage directly with customers via calls, fostering strong rapport and delivering effective solutions to their challenges.
• **Knowledge Management:** Maintain and enhance QuickMail's knowledge base by updating the changelog and help articles based on recurring customer feedback and emerging issues.
• **AI Support Enhancement:** Contribute to the improvement of the AI support agent by maintaining its documentation and developing automated tests.
• **Quality Assurance:** Participate in testing new releases before they are deployed, verifying that the staging environment is fully prepared and functional.
• **Incident Management:** Lead the resolution of urgent issues, ensuring clear and consistent communication with affected customers throughout the process.
• **Team Leadership & Performance Tracking:** Facilitate weekly team meetings and meticulously track key performance indicators (KPIs) within MonsterOps.

What They're Looking For

QuickMail is searching for an individual who demonstrates initiative, strong technical acumen, and excellent communication skills. While formal qualifications aren't explicitly detailed, practical experience and a particular skillset are highly valued:

• **Exceptional Communication:** Proficiency in both written and verbal communication is paramount for interacting effectively with customers and internal teams.
• **Autonomy and Initiative:** The ability to work independently, requiring minimal instruction, and to drive tasks to completion is essential.
• **Problem-Solving Prowess:** Resourcefulness in leveraging available tools and information to achieve desired outcomes is key.
• **Technical Aptitude:** While not explicitly stated as a prerequisite, familiarity with core areas such as email deliverability, DNS records, and LinkedIn outreach automation will be a significant advantage. Experience in previous customer-facing technical support roles is also highly beneficial.
• **Flexibility:** Willingness to work flexible hours to accommodate overlapping time zones, particularly with clients in the US and UK.

This role represents a significant opportunity for a technically minded individual looking to make a direct impact on a growing SaaS product. In South Africa, technical customer support roles can vary widely in compensation based on experience and the specific industry. However, candidates with a strong technical background and proven problem-solving skills often command competitive salaries. Companies in the tech sector, particularly those offering SaaS solutions, are frequent employers, and such roles can provide excellent pathways for career progression into areas like product management or technical account management.

• Strong communication skills, both written and verbal.
• Ability to operate with minimal instructions.
• Experience with customer-facing roles is a plus.
• Familiarity with deliverability, DNS, and LinkedIn outreach is a bonus.
• Resourcefulness in using tools to achieve results.
• Ability to work flexible hours over overlapping time zones (US and UK).