Remote opportunity at
QuickMailTechnical Customer Support
QuickMail is hiring a remote Technical Customer Support professional to oversee user assistance for both QuickMail and its deliverability extension, Mailflow. In this autonomous position, you…
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About This Role
QuickMail is hiring a remote Technical Customer Support professional to oversee user assistance for both QuickMail and its deliverability extension, Mailflow. In this autonomous position, you will act as the sole point of contact for users, managing incoming help requests, monitoring system health, and collaborating directly with engineering and company leadership to improve product offerings. This role requires critical thinking, troubleshooting expertise, and excellent communication skills to handle complex technical…
Job Description
QuickMail is hiring a remote Technical Customer Support professional to oversee user assistance for both QuickMail and its deliverability extension, Mailflow. In this autonomous position, you will act as the sole point of contact for users, managing incoming help requests, monitoring system health, and collaborating directly with engineering and company leadership to improve product offerings. This role requires critical thinking, troubleshooting expertise, and excellent communication skills to handle complex technical inquiries regarding deliverability, DNS settings, campaign setups, and automated workflows.
Daily responsibilities span triage, ticket resolution, fraud prevention, release testing, and managing team operations. The position suits an independent, low-ego individual who thrives in a fast-paced environment and possesses high emotional intelligence. You will partner closely with the founder and lead developer across global time zones, requiring schedule overlap with UK and US East Coast business hours. The organization values adaptability, direct communication, and a strong sense of urgency when handling platform issues.
Responsibilities
- Manage the Help Scout ticket queue for QuickMail and Mailflow by triaging, resolving, and investigating complex issues
- Monitor system dashboards for job queues, event-stream latency, domain statuses, and blacklists
- Review fraud alerts and deactivate accounts engaging in platform abuse or scams
- Conduct live customer calls to establish rapport and ensure proper user setup
- Author and update help documentation and changelogs based on recent product releases
- Evaluate staging environments and act as a release gatekeeper by logging detailed GitHub bug reports
- Lead incident response during critical system outages by updating status pages and communicating with users
- Run weekly team operations meetings and maintain key performance indicators
Requirements
- Ability to communicate clearly and warmly with customers and concisely with internal team members
- Capacity to work independently with minimal instructions and prioritize tasks efficiently
- Proficiency with video communication platforms including Zoom, Google Meet, and Loom
- Resourcefulness in utilizing provided toolsets to achieve strong outcomes with low ego
- Schedule overlap with UK and US East Coast time zones
- Growth mindset with openness to continuous feedback and workflow changes
Qualifications
- Previous customer-facing support experience
- Working familiarity with email deliverability, DNS settings, warmup processes, inbox rotation, SPF, DKIM, and provider setups for Gmail and Outlook
- Understanding of agency structures, client management, and workspace configurations
- Data analysis skills using Help Scout or MCP connections to generate support reports
- Experience identifying customer satisfaction milestones for testimonials and case studies
Core Skills
Benefits
- Monthly compensation ranging from $2,500 to $4,000 USD determined by location and experience
- Full-time contract arrangement with US-based hires operating as 1099 independent contractors
- Flexible daily scheduling with negotiable start dates
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this position remote?
Yes, this is a remote role with team members distributed across various time zones.
What are the working hours for this role?
The schedule requires hours that overlap with the UK and the US East Coast, where the majority of customers are located.
What is the salary for this position?
Compensation ranges from $2,500 to $4,000 USD per month, depending on candidate experience and location.
What employment type is this job?
It is a full-time position where US-based hires will work as independent contractors on a 1099 basis.
Sample Interview Questions
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