Scale Army is hiring a Technical Support Lead to create, implement, and manage a scalable B2B customer support system that grows with our business. You will design and use a support platform integrated across multiple channels, manage high-volume workflows, and translate customer issues into technical tickets.

What You'll Do

Develop and implement a customer support system using Intercom (or similar), ensuring seamless integration across multiple channels.
Set up processes to scale the system to efficiently handle 50-100+ emails and omni-channel queries daily.
Collaborate with the engineering team to translate customer feedback, feature requests, and bug reports into actionable technical tickets.
Take ownership of the support workflow, ensuring queries are managed, prioritized, and resolved in a timely manner.
Continuously assess and improve the workflow, implementing automation to handle increasing request volume.
Provide customer support across various channels including email, TikTok, Meta, and other social media platforms.
Engage with the community on social media, answering questions and fostering positive user relationships.
Organize and prioritize support tickets, designing processes for categorization and priority assignment.
Use Slack for internal communication to ensure quick resolution of customer issues.
Provide feedback on the support system, recommend improvements, and collaborate on continuous growth.
Recommend and implement best practices for managing customer support workflows and ticket systems.
Advise on necessary tools and processes to streamline support operations as the business scales.

What We're Looking For

2+ years of experience in B2B customer support, ideally in a SaaS/software environment.
Strong technical knowledge and experience in setting up and managing customer support systems (preferably with Intercom).
Experience with omni-channel support, providing high-level customer service across multiple platforms.
Proficiency with Slack for team communication and collaboration.
Familiarity with SaaS and technical concepts, including understanding feature requests and translating them into technical tickets for engineers.
Experience with setting up and configuring support systems and tools (e.g., Intercom, Help Scout).
Strong organizational skills with the ability to manage high-volume inquiries and prioritize effectively.
Excellent written and verbal communication skills in English.
Proactive, self-motivated, with a keen eye for detail and a passion for customer satisfaction.
Ability to thrive in a fast-paced, dynamic environment while working independently.