Head of Technical Support (Fully Remote)

What You'll Do

• Build the technical support function from scratch, including service model, escalation paths, and SLAs.
• Select and implement a ticketing platform and own the full rollout.
• Launch a customer-facing help center with self-service content and AI chatbot.
• Design EdSights' technical support function: service model, escalation paths, SLAs, and operating principles.
• Own core KPIs (CSAT, response time, resolution time) and report to leadership.
• Analyze support trends to surface product gaps and documentation needs.

What We're Looking For

• 4 to 7 years in technical support leadership within a B2B SaaS environment.
• Proven track record building or significantly scaling a support function.
• Comfort working with APIs, webhooks, and integrations; experience with ticketing platforms.

EdSights

EdSights builds AI-powered student engagement and retention software for higher education, helping colleges understand student needs. They are a high-growth startup backed by $80M, with 300+ partners, and a culture that values ownership, speed, and making a measurable difference for students.