Head of Technical Support

We're a small company building multi-platform content-filtering software, and we're getting ready to launch our new product. We're looking for a Head of Technical Support to build our support operation from the ground up (the platforms, workflows, automations and AI agents that run it) and to handle the technical and escalated issues while the team is small.

You'll work from our Addis Ababa office alongside our development team, and closely with our US-based support leadership.

What you'll do:

• Set up and run our support systems: help desk, mailboxes, phone, WhatsApp and chat, and the connections between them
• Design support workflows and build automations that get customers answers faster
• Build, train and test our AI support agents
• Troubleshoot technical and escalated issues, find the root cause, and write clear bug reports for the developers
• Learn our product inside out, and find ways to solve problems before customers have to contact us
• Own the technical help-center articles, runbooks and support metrics
• As we grow, help hire and train the technical support team

Nice to have: cloud phone systems or AI voice agents, WhatsApp Business API, Apple device management (Jamf/MDM), content-filtering or VPN products, startup experience.

Requirements

• Proven experience leading a technical support team and building help desks and support processes, not only answering tickets
• Hands-on experience with help-desk platforms (Zendesk, Freshdesk, Intercom or similar) and automation tools (Zapier, Make, APIs)
• AI-first: comfortable setting up and training AI tools and agents
• Strong troubleshooting, especially iPhones and iOS, networking, VPNs and browsers
• Sharp, takes ownership, and genuinely cares about customers
• Excellent written and spoken English
• Able to work full-time from our Addis Ababa office, with some evening hours to overlap with the US

Benefits

• From $1,500 USD/month, depending on experience, with room to grow in seniority and salary
• Full-time, on-site role in our Addis Ababa office
• The chance to build a support department from scratch as part of the core team of a small, growing company