EnrollHere is looking for a Lead Technical Support Specialist to join our Support team. This senior role owns frontline support quality, mentors teammates, and serves as the primary escalation point for technical and workflow-related issues. You will balance customer-facing support with operational leadership, working closely with Product, Engineering, and Operations.
What You'll Do
- Serve as the primary escalation point for complex Tier 2–3 issues involving platform workflows, integrations, dialer tools, and account configurations.
- Respond to high-impact agent, partner, and internal inquiries via Intercom (chat & email) with speed, clarity, and empathy.
- Ensure SLA adherence and consistent response quality across active conversations.
- Identify patterns in support issues and proactively recommend solutions.
- Act as a day-to-day lead for the support function, helping unblock teammates and setting quality standards.
- Review tickets for accuracy, tone, and technical correctness.
- Assist with onboarding and ramping new support hires.
- Contribute to and refine support macros, workflows, and automations in Intercom.
- Diagnose browser-based issues using developer tools, console logs, cookies, network requests, and basic HTML/CSS inspection.
- Clearly document bugs, edge cases, and reproduction steps for Engineering.
- Partner with Product and QA to validate fixes and communicate resolutions back to users.
- Own and improve internal and external documentation using Notion and Intercom Articles.
- Identify gaps in onboarding, help content, and self-service resources.
- Help scale support operations by improving workflows, tagging, reporting, and escalation paths.
What We're Looking For
- Hands-on Intercom experience.
- Understanding of modern ticketing systems.
Technical Stack
- Intercom
- Notion
Team & Environment
You will be a senior member of the EnrollHere Support team. Our culture thrives on collaboration, innovation, and a shared commitment to improving the enrollment journey for all.
Work Mode
This role is global.
