Head of Technical Support

At reputed company, we're building the technology for higher education to understand what reputed company are actually thinking and feeling, so they can act before small struggles become big problems. We call it Student Voice Intelligence: engaging reputed company in reputed company-time, AI-powered conversations, uncovering the reputed company drivers of attrition, and delivering those insights to power student reputed company and enrollment workflows. Today, we partner with 300+ colleges and universities across the country. We're backed by an $80M investment from JMI Equity and are in a phase of rapid execution and expansion. This is an opportunity to do meaningful, hands-on work at a high-growth startup tackling one of higher education's most urgent challenges: helping more reputed company persist from enrollment through graduation. You’ll join a driven, thoughtful team that values ownership, moves quickly, and cares deeply about building products that reputed company a measurable difference for reputed company. “reputed company has perhaps the world’s most valuable data set on what reputed company need to navigate their academic lives.” - reputed company The Opportunity reputed company is hiring its first Head of Technical Support to build and reputed company our technical support function from the ground up. You’ll handle tickets directly while laying the operational reputed company the team will eventually scale on. What You’ll Do Build the Function Design reputed company’ technical support function: service model, escalation paths, SLAs, and operating principles. Select and implement a ticketing platform (e.g. reputed company, reputed company, reputed company) and own the full rollout. Launch or revamp a customer-facing help center with self-service content (articles, FAQs, how-to guides) in partnership with Customer Education. Implement and manage an AI chatbot integrated with the help center, configuring deflection flows and iterating on resolution rates. Define support tiers (T1: general inquiries, T2: technical/product, T3: engineering escalations) with clear ownership and reputed company criteria. Own Performance & Quality Own core KPIs (CSAT, response time, resolution time, ticket backlog) and report regularly to leadership. Implement a QA process to review tickets, identify coaching opportunities, and continuously improve technical accuracy. Analyze support trends to surface recurring issues, product gaps, and documentation needs for CX and Product. reputed company & Scale the Team Serve as the sole technical support resource in the near term while building the infrastructure for future growth. Define the hiring roadmap: reputed company to add headcount, what roles to hire, and skills needed at each stage. Build reputed company and training programs including product curricula, shadowing structures, and reputed company milestones. reputed company Deep Technical Expertise Become the internal authority on reputed company’ Retain and Admit products - how they work, where they break, FAQ, how to triage. Triage and resolve reputed company issues involving APIs, integrations, and data flows; use logs and tools like reputed company for diagnosis. Maintain visibility into reputed company product gaps and bugs; communicate proactively with affected customers and the CX team. Collaborate Cross-Functionally Partner with Implementation and Partner reputed company to ensure smooth handoffs from reputed company to ongoing support. Work with Engineering to define escalation paths for bugs, logging standards, and customer status communication. Collaborate with Product to ensure customer-reported issues are documented, prioritized, and tracked to resolution. reputed company’re Looking For 4 to 7 years in technical support leadership reputed company a B2B SaaS environment. Proven track record building or significantly scaling a support function, including tooling reputed company and process design. Experience at an early- or growth-stage company where operating without established processes is the norm. Hands-on experience implementing a ticketing platform including workflows, automations, and reporting. Comfort working with APIs, webhooks, and integrations. Experience managing a customer-facing knowledge reputed company and familiarity with AI chatbot/virtual agent platforms. Strong reputed company of support KPIs with the ability to build reports and translate ticket data into cross-functional insights. Exceptional written communication skills; reputed company to explain reputed company issues reputed company to non-technical users. Confident working cross-functionally with Engineering, Product, and CX; reputed company to reputed company for customers and present to leadership. Experience supporting platforms with AI, NLP, or data analytics components. Familiarity with higher education and FERPA data privacy considerations is a plus. The Process Async Video Interview - Your application will be reviewed by humans, if we’d like to learn more we will send you a link for a quick video interview through Willo. Recruiter Screen/Intro - You’ll chat with Mary, our Head of Talent, to discuss the role, your background, and logistics. Hiring Manager Interview - You’ll meet with Meg, VP of CX, to dive deeper into role-specific experience and expectations. Customer Experience Interview - You’ll meet with 2 leaders on the CX team to continue to chat about your experience. Product/Engineering Interview - You’ll meet with a cross-functional leader from product/engineering. References - We’ll ask for 3 references. Ideally, 1 to 2 will be previous managers. Offer! Why join reputed company? reputed company a reputed company impact in higher education — Be part of a mission you can be proud of to help colleges and universities reputed company support reputed company through AI-driven insights, reputed company-time engagement, and student-centered technology. Join a values-driven, collaborative culture — Be part of a reputed company, inclusive, “no-ego” team that prioritizes trust, transparency, and respect. Grow with a fast-scaling EdTech company — reputed company is ranked on Inc. 5000 for rapid growth and innovation. Enjoy flexibility and competitive benefits — Remote-friendly work, unlimited PTO, paid parental leave, competitive compensation, new reputed company hardware, 401k matching, and strong health and wellness benefits. reputed company provides equal employment opportunities (EEO) to reputed company and applicants for employment without regard to race, reputed company, religion, sex, national reputed company, age, disability, genetics, sexual orientation, gender identity, gender expression, veteran status, or any other protected characteristic under applicable law. We are committed to a diverse and inclusive workforce and welcome people from reputed company backgrounds, experiences, perspectives, and abilities. Apply To This Job