help desk manager - information technology (IT)

Our MissionMicromart is redefining convenience - turning any location into a retail opportunity with our Smart Store platform. By combining hardware, software, and data, we?re building a delightful unattended shopping experience for consumers and making operating an unattended Smart Store easy for entrepreneurs. Our ValuesWe?re driven by ambitious, mission-focused thinking, a deep commitment to earning customer trust, a craftsmanship mindset that prioritizes simplicity and quality, and a culture of shared growth where we support each other and celebrate wins together.Role OverviewWe are looking for a Head of Customer Service and Technical Support to build, elevate, and scale a world-class support organization to support our B2B customer base (owner/operators, SMBs).Your mission is to transform every service interaction, whether a question, a failure, or a frustration, into trust-building moments that strengthens loyalty and empowers our customers to run their businesses with confidence.You will own the full customer support experience across chat, email, and phone, leading a 24/7 support team while partnering with engineering, product, and operations to rapidly resolve issues and continuously improve the customer journey.Key ResponsibilitiesCustomer Service LeadershipBuild and manage a high-performing customer service and technical support team.Review tickets for quality, tone, accuracy, and timeliness.Coach, mentor, and train support specialists.Implement and manage best-in-class tools and processesEnsure customers consistently receive fast, empathetic, accurate service across all channels (chat, email, phone)Proactive outreach to customers about issues that may be business impactingMaintain high standards for NPS, CSAT, first response time, resolution time, automation rate, and overall support costStructure and refine SLAs, escalation paths, and service policies to deliver consistent, high-quality outcomes.AI-First, Automation-Forward SupportChampion AI and automation tools to reduce manual ticket volume, improve response speed while maintaining a high quality of response with 24/7 availabilityDevelopment and continuous improvement of:Helpdesk articlesTraining videosMacros and snippetsAI Enabled AgentsInternal SOPs and troubleshooting guidesContinuous ImprovementBecome a subject-matter expert in our Smart Store hardware and Platform softwareReview support trends and customer requests to provide actionable insights to engineering, product and operations teams to prevent repeat issues and improve the customer experience. Escalate issues to internal stakeholders and ensure timely resolution and follow up with customers. Balance customer needs with business needs to create scalable, and sustainable policies and processes to scale high quality support across all channels.Crisis & Escalation ManagementAct as the point of leadership during major outages or high-impact customer issues.Set up clear escalation protocols for the team, executives, and customers.Remain composed under pressure and communicate promptly, accurately, and transparently.QualificationsSoft Skills & MindsetHigh empathy - especially toward entrepreneurs and small-business operators.Calm under pressure - able to handle emotionally charged conversations with confidence and clarity.Relentlessly resourceful - creative problem-solver who provides practical workarounds and keeps customers moving.Fast-thinking, relationship-driven, and relentlessly committed to customer success.High ownership and agency - takes extreme responsibility and accountability for plans, actions and deliverablesOperational & Leadership Strengths5+ years in customer support or technical support, with at least 2 years leading teams.Proven ability to run a multi-channel 24/7 support operation.Expert in HubSpot, Intercom, Zendesk, or similar support platforms.Strong program & project management skills with a track record of improving SLAs and processes.Experience des

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Sep 9, 2026