A growing kosher technology startup is seeking a Head of Customer & Technical Support to build their lead our support operations while helping advance kosher standards in digital technology.
Location: Remote / Flexible (U.S or Israel Preferred)
Type: Full-Time
Salary: Commensurate with experience
About the Role
We are looking for an exceptional problem solver and systems builder to lead our Customer and Technical Support Operations.
This role is responsible for designing and managing the entire support infrastructure, overseeing the customer support team, and personally handling complex technical support issues that require deeper investigation.
The ideal candidate combines technical ability, operational thinking, and leadership to build scalable support systems, manage the support team, coordinate with developers, and continuously improve both the customer experience and our filtering technology.
Because our mission centers around kosher technology, the right candidate must also be passionate about strengthening and advancing kashrus standards in digital technology.
This is primarily a leadership and systems role, but the candidate will also personally handle complex technical issues that are escalated beyond the support team.
Responsibilities
Build and Manage the Support System
Design and implement the company’s customer support infrastructure
Set up and manage the help desk platform (Freshdesk or similar)
Create support workflows, automations, and ticket routing
Build and maintain a comprehensive knowledge base
Set up support channels including helpdesk, phone line, and documentation
Develop internal troubleshooting guides and support playbooks Lead and Oversee the Customer Support Team
Manage and supervise customer support representatives
Ensure tickets are handled professionally and efficiently
Monitor response quality and customer satisfaction
Train support staff and improve team performance
Establish support policies and procedures Handle Technical Escalations
Serve as the escalation point for complex technical support issues
Investigate advanced technical problems that frontline support cannot resolve
Troubleshoot issues involving system behavior, integrations, or configuration
Work closely with the development team to reproduce bugs and resolve issues Coordinate with Product & Development
Identify recurring technical problems from support cases
Communicate technical issues and customer feedback to developers
Help prioritize fixes and product improvements
Assist with technical documentation and troubleshooting guidance Advance Kosher Technology Standards
Help improve the effectiveness of our kashrus filtering systems
Research and identify new problematic content or technologies
Analyze apps and platforms to identify new areas that require protection or filtering
Work with product and development teams to strengthen filtering systems Implement Automation and AI
Utilize AI tools to improve customer support workflows
Implement automations using no-code platforms such as Zapier
Continuously improve efficiency through automation and technology Requirements
Previous experience working in or leading customer service or technical support teams
Strong problem-solving ability and analytical thinking
Basic understanding of coding concepts
Familiarity with no-code tools such as Zapier
Experience with help desk platforms (Freshdesk, Zendesk, Intercom, etc.)
Strong organizational and leadership skills
Ability to build systems, processes, and documentation Ideal Candidate
The ideal candidate:
Is passionate about kosher technology
Loves solving complex technical problems
Is both technical and operational
Enjoys building systems and improving processes
Has experience mentoring or managing support teams
Takes ownership and drives improvements independently
Bonus experience:
Experience implementing AI tools in customer support
Background in technical support engineering
Experience analyzing apps or digital platforms Requirements
Requirements
Previous experience working in or leading customer service or technical support teams
Strong problem-solving ability and analytical thinking
Basic understanding of coding concepts
Familiarity with no-code tools such as Zapier
Experience with help desk platforms (Freshdesk, Zendesk, Intercom, etc.)
Strong organizational and leadership skills
Ability to build systems, processes, and documentation
