O pozici
We're looking for the person who makes the support machine actually run. If it's not in ClickUp with an owner, a status, and an SLA, it didn't happen. Every ticket, every coaching note, every fix to the process — tracked, owned, on time. You don't watch a queue from the sidelines; you set the standard and hold the line on it. iClosed is a profit maximizer for high-ticket sales teams, helping them make more, much more by plugging in iClosed. We work with customers like Hyros.com , Iman Gadzhi, Whop, Instantly.ai , and thousands of users. Our product wins customers. What loses them is slow, inconsistent support when volume spikes. You're the person who keeps the team fast, sharp, and measured — for good. You own the numbers and the people behind them, and when the queue gets heavy or a DFY needs hands, you're in it. Player-coach, not spectator.
Co budeš dělat
- Own team performance across SLA adherence, solve time, CSAT, backlog health, and escalation quality.
- Monitor trends, identify bottlenecks, and proactively address issues before they impact customers.
- Build weekly and monthly reporting that gives leadership visibility into support performance.
- Ensure every support metric has an owner, a process, and a plan for improvement.
- Coach and develop Support Agents and Experts through regular feedback, ticket reviews, and performance conversations.
- Run coaching cadences and performance reviews.
- Identify skill gaps and create plans to improve technical and customer-facing capabilities.
- Lead by example and maintain a high standard for customer interactions.
- Own the support process end-to-end: Ticket workflows, Statuses, Macros, Escalation paths, Automations, Queue management, SLA management.
- Ensure all work is tracked accurately in ClickUp and follows established operational standards.
- Continuously improve support efficiency and scalability.
- Own the freshness and effectiveness of Fin AI and the Knowledge Base alongside the Support Expert team.
- Identify recurring ticket themes and create documentation that reduces future support volume.
- Ensure AI responses remain accurate, current, and aligned with product updates.
- Measure and improve support deflection rates.
- Step into queues when volume spikes or customer situations require additional support.
- Support complex escalations, bugs, DFY requests, and operational challenges.
- Coordinate with Product, QA, Engineering, and Success teams on critical customer issues.
- Act as the escalation point for the support organization.
Koho hledáme
- 4+ years of experience in SaaS Customer Support, Customer Success, or Support Operations.
- Previous experience leading or mentoring support teams.
- Strong understanding of SLA-driven support environments.
- Experience building reports, dashboards, and operational processes.
- Strong knowledge of automation platforms such as Zapier, Make, and/or n8n.
- Experience troubleshooting CRM and workflow automation issues.
- Strong analytical skills with the ability to identify patterns and operational bottlenecks.
- Excellent written and verbal English communication.
Benefity
- Work directly with the founding team.
- Fully remote environment.
- Flexible schedule.
- Competitive compensation.
- Performance-based bonus structure.
- Long-term leadership growth opportunities.
- Exposure to leading sales, CRM, AI, and automation technologies.
