iClosed

iClosed is an all-in-one scheduling platform designed to help sales teams capture drop-offs, qualify leads, route them to appointment setters or closers, and sync with CRMs. It addresses issues like…

Appointment SettingCRM IntegrationLead CaptureLead QualificationLead RoutingSales AnalyticsSales AutomationSchedulingiclosed.io

iClosed

Appointment SettingCRM IntegrationLead CaptureLead QualificationLead RoutingSales AnalyticsSales AutomationSchedulingiclosed.io

HQMiami, US

Team Size32

Open JobsUnknown

Total Funding-

Latest FundraiseUnknown

Join the Team

Customer Support Lead — Technical

RemotePH

Remote • PH

Remote | Full-time

About iClosed

iClosed is a fast-growing SaaS platform for high-ticket sales teams. We help closers, agencies, and sales orgs capture leads, book calls, manage pipelines, and track performance — all in one place.

We’re hiring a Customer Support Lead to own the technical backbone of our customer experience. You’re the person who fixes things, debugs fast, trains agents, and makes sure no customer stays stuck.

About the Role

This is a technical leadership role, not a people-management title. You’re the smartest person in the room when something breaks. You jump on calls, debug live, and get things working.

You’ll manage support agents (Philippines-based, EU + US shifts), train them weekly, and handle every L2 escalation they can’t resolve in 15 minutes. You also build the systems — knowledge base, macros, AI-queryable docs — that make support faster every week.

You work closely with Product and Dev on bug triage and customer feedback. You report directly to the Head of Operations.

If you like staying behind a ticket queue all day, this isn’t for you. If you love solving hard problems fast and making support actually good — keep reading.

What You’ll Own

What We’re Looking For

Minimum 3 years in technical CS or support roles — you’ve been the person who fixes things, not just logs them
Deep experience with SaaS tools: CRMs (HubSpot, Close, Pipedrive), Zapier/Make, Stripe, webhooks
Comfortable navigating APIs, reading logs, and diagnosing broken integrations
Experience with Intercom or similar support platforms (Zendesk, Freshdesk)
Can break down complex technical issues into simple steps for agents and customers
Strong English communicator — clear, direct, written and verbal
Experience training or mentoring junior support staff
Proactive — you don’t wait for tickets, you build systems that prevent them

Nice to Have

Experience with high-ticket sales funnels and lead gen tools
Background in sales tech, agencies, or coaching businesses
Experience with webpage/funnel builders and widget embedding
Familiarity with Notion, ClickUp, or similar tools

What We Offer

Fully remote — work from anywhere
Competitive salary based on experience
Work directly with the founding team
High-impact role in a fast-moving company

To Apply

Send us:

A short Loom (max 5 min) explaining your experience in technical support and how you’ve improved support operations in past roles
Examples of knowledge base articles or SOPs you’ve created
Your availability and salary expectations

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L2 escalation resolution — handle every ticket agents can’t resolve in 15 min. Target: under 2 hours average resolution.

Live debug calls — jump on calls with customers to troubleshoot issues in real-time when text isn’t enough.

Agent training — run weekly sessions on new features, common issues, and troubleshooting workflows. Record everything for the onboarding library.

Knowledge base — build and maintain internal KB + Intercom help articles. Target: 20+ articles by Month 3, then ongoing.

Queryable AI knowledge — feed Fin AI / Custom GPT with all docs, university transcripts, and resolved ticket patterns so agents get answers in under 30 seconds.

Bug triage — reproduce bugs before escalating to Dev. Document repro steps, priority, and context.

Intercom optimization — set up macros, auto-replies, routing rules, and SLA tracking.

Product feedback loop — aggregate top 5 customer pain points bi-weekly, ranked and structured, delivered to Head of Ops and Product.

NPS — send post-resolution + quarterly NPS surveys, analyze results, report trends.

Reporting — daily review (ticket volume, open issues, agent performance), weekly report by Monday.