QuickMail: Technical Customer Support
Headquarters: Zurich, Switzerland
URL: https://quickmail.com
The Role
We are hiring a technical customer support person with an owner's mentality. You will own support for QuickMail and Mailflow, our deliverability add-on. There is no first or second line; you are the first and last person our customers talk to.
Customers count on you to solve their problems and find the real cause when something breaks. You will work closely with engineering and provide feedback to the founder regarding product friction and opportunities.
The role covers the help desk, system health checks, testing new releases, and leading the weekly team meeting. This is not a script-reading job. Most tickets involve deliverability, DNS records, LinkedIn automation, or campaign setup. You will dig into customer accounts, reproduce issues, and determine the best path forward.
What Work Looks Like
You own two things: ensuring customers get unstuck fast and keeping the product reliable.
Every Day
- Set the day's support priorities and work the Help Scout queue for QuickMail and Mailflow.
- Check the support dashboard (job queue, event-stream latency, blacklist status, newly purchased domains).
- Review fraud alerts and disable accounts that are scams or abusing the platform.
Delighting Customers
- Jump on calls with customers to build rapport and set them up for success.
- Update the changelog and help articles based on new releases and customer questions.
- Share customer feedback with the team, ask happy customers for reviews/case studies, and monitor NPS.
Making Support Smarter with AI
- Improve the AI support agent by reviewing answers and fixing documentation.
- Write and maintain automated tests (built with AI) to test staging environments.
- Use MCP connections (Help Scout, GitHub, Postmark, etc.) to analyze support data and identify improvements.
Keeping the Product Solid
- Gatekeep releases: Test new fixes/features on staging and confirm readiness.
- Report bugs as GitHub issues with detailed reproduction steps, screenshots/Loom, and error logs.
- Captain "red alerts": When a core feature breaks, alert the team, update the status page every 30 minutes, keep customers informed, and drive the fix.
Running the Week
- Lead the weekly team meeting in MonsterOps.
- Keep "rock" status and KPIs current in MonsterOps.
Tools you'll use: Help Scout, Support Dashboard, Sidekiq, GitHub, Slack, Telegram, MonsterOps, Outline, MxToolbox, Postmark, Bento, TidyCal, Fathom, Visual Code, and Claude.
Requirements
Who You Are
- Excellent Communicator: You build rapport fast and are warm, positive, and relatable. You communicate clearly and concisely.
- Autonomous: You operate with minimal instructions, prioritize well, and get things done without hand-holding.
- Video-Ready: You are natural on live calls (Zoom/Meet) and recorded video (Loom).
- Reliable: You do what you say you will do.
- Urgent & Resourceful: You execute fast and use all available tools to get results.
- Low Ego: You handle disagreement as a discussion and do not take offense easily.
- Growth Mindset: You are positive about change and open to giving/receiving feedback.
- Availability: Hours must overlap with East Coast US and UK time zones.
A Plus If You Have
- Experience in customer-facing roles.
- Working knowledge of deliverability and LinkedIn outreach (Warmup, DNS, inbox rotation, DKIM, SPF, Outlook/Gmail setup).
- Comfort with agency setups (workspaces, guest seats, inbox purchases).
- Light data skills (pulling numbers from Help Scout or MCP).
- An eye for identifying happy customers for testimonials and case studies.
How We Work Together
You will work directly with the founder and the lead developer.
- Direct Communication: The founder's replies are short and can be direct. If something is unclear, ask.
- Adaptability: Direction may change as we learn more; be ready to adapt.
- Conciseness: Lead with what matters.
- Focus: We stay focused on solving problems until they are resolved.
- Collaboration: We think fast and may interrupt each other during brainstorming.
Benefits
- Contract Type: Full-time or part-time.
- Compensation: $2,500 to $4,000 USD per month, depending on experience and location.
- Employment Status: US-based hires will work as independent contractors (1099).
- Start Date: Negotiable.
- Flexibility: Flexible schedule provided you make up the time; occasional weekend availability may be required.
To apply: Click here to apply via We Work Remotely