QuickMail is a cold email and LinkedIn outreach platform for markets you can't afford to burn. Our customers can't easily replace leads that land in spam, which is why deliverability matters more to us than anything else. We have been running since 2014, and we pioneered deliverability technology such as Inbox rotation⢠and deliverability AIâ¢. 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 work closely with engineering, and you tell the founder what we need to know to make the product better: where the friction is and where the opportunities are. The role covers the help desk, system health checks, testing new releases before they ship, and leading the weekly team meeting. It takes excellent communication, solid technical understanding and sharp critical thinking. This is not a script-reading job. Most tickets involve deliverability, DNS records, LinkedIn automation or campaign setup. You dig into customer accounts in our Support Dashboard, reproduce the issue, then decide what to do and how to explain it to the customer. We are a remote team spread across time zones. Most routine tasks have a written guide with a checklist, so you know what done looks like. You are expected to refine and improve those processes. When something new comes up, you work out the most efficient way to handle it. If you want a lot of autonomy across many areas, real responsibility and a fast-paced environment, this role is for you. What Work Looks Like You own two things: customers get unstuck fast, and the product stays reliable. Every day Set the day's support priorities and work the Help Scout queue for QuickMail and Mailflow. Triage, resolve, and dig deeper when a ticket needs it. Check the support dashboard: job queue, event-stream latency, blacklist status, newly purchased domains. If something is off, investigate, diagnose, and drive it to resolution. Review fraud alerts and disable accounts that are scams or abusing the platform. Delighting customers Comfortable jumping on calls with customers, building rapport fast, and setting them up for success. Update the changelog and help articles based on what shipped and what customers asked. Share customer feedback with the team, ask happy customers for reviews and case studies, and watch NPS for testimonial candidates. Making support smarter with AI Improve the AI support agent. Review its answers, fix the docs it drew from when it is wrong, and contact the customer when its reply was off. Write and maintain automated tests, built with AI, that try to break staging before customers do. Use the MCP connections we have in place (Helpscout, GitHub, Postmark, and others) to get an accurate picture of support and find the next thing worth improving. Keeping the product solid Gatekeep releases. New fixes and features land on staging every week. Test them, confirm when staging is ready to ship, and think through how existing and new users will be affected. Report bugs as GitHub issues with everything the developer needs: steps to reproduce, screenshots or a Loom, and any GraphQL or console errors. Captain red alerts. When a core feature breaks (emails not sending, login down), confirm it, alert the team on Slack or Telegram, update the status page every 30 minutes, keep affected customers informed, and drive the fix. Then run the retrospective so it does not happen twice. Running the week Lead the weekly team meeting in MonsterOps: issues written up, to-dos done, numbers updated. Keep rock status and KPIs current in MonsterOps. Tools you'll use: Helpscout, our Support Dashboard, Sidekiq, GitHub, Slack, Telegram, MonsterOps, Outline, MxToolbox, Postmark, Bento, TidyCal, Fathom, Visual Code and Claude. Who You Are You build rapport fast. You are warm, positive, and relatable in writing and on calls. You are a good communicator. Externally, you can show warmth, empathy and care. Internally, you are able to communicate clearly and concisely about important things. You can operate with minimal instructions. You understand a short brief without every detail spelled out. You can prioritize well (especially when you have a lot on your plate), and get things done without hand-holding. You are comfortable on video. You are natural on live calls with Zoom and Meet, and on recorded video through tools like Loom. Your teammates can always count on you. You say what you'll do and you do what you said. You act with a constant sense of urgency. You can execute fast and find new ways to improve your productivity. You are resourceful. You use all the tools at your disposal to get great results. You have a low ego. You don't take offense easily and you handle disagreement as a discussion, not a personal attack. Growth mindset. You are positive about new workflow/process/product/tool changes. You love giving and receiving positive and negative feedback without getting defensive. Hours that overlap with East coast US and UK, where most of our customers are. A Plus If You Have Experience with customer facing work, or if you don't have it, tell us why you are perfect for this role. Working knowledge of deliverability and LinkedIn outreach. Warmup, DNS, inbox rotation, DKIM, SPF, Outlook and Gmail technical setup. We can teach this, but a head start helps. Comfort with agency setups. Workspaces, guest seats, inbox purchases and what happens when an agency loses a client. Light data skills. You can pull numbers from Help Scout or our MCP to back up what you report. An eye for happy customers. You notice them and ask for testimonials and case studies at the right moment. How We Work Together You'll work directly with the founder and with our lead developer. Working with the founder can be intense. Here is what that looks like in practice: Replies are short and can come across as harsh. If something written lands badly or isn't clear, ask. Direction can change. The founder may say one thing, then something different a few days later as they learn more. When that happens, check what changed and adapt. Information should be short and to the point. Lead with what matters, then give more details if asked. The founder can stay frustrated about a problem until it's solved. That's something they are aware of and working on. You'll do well here if you can stay calm and focused when the pressure is on. The team often thinks fast and interrupts each other when discussing ideas. If that would bother you, this role probably isn't for you. This role suits someone with high emotional intelligence, who doesn't take things personally, asks when something is unclear, and keeps many things moving at once. Your schedule can be flexible. If you have a martial arts class every Thursday at 3 pm, go and make up the time later. In return, on the rare occasion the team needs your help on a weekend, we ask you to be flexible too. Benefits Contract type: full-time or part-time Compensation: $2,500 to $4,000 USD per month, depending on experience and location. US-based hires will work as independent contractors (1099). Start date: negotiable Please mention the word **TRUMP** and tag RMTM0LjE5NS4xMDEuMTkz when applying to show you read the job post completely (#RMTM0LjE5NS4xMDEuMTkz). This is a beta feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human.
QuickMail 是一个冷邮件和 LinkedIn 外联平台，面向你无法承受将其做坏的市场。我们的客户无法轻易替换那些落入垃圾邮件的潜在客户，这就是为什么送达率对我们来说比任何事情都重要。我们自 2014 年起持续运营，并开创了 Inbox rotation™ 和 deliverability AI™ 等送达率技术。 The Role 职位 我们正在招聘一位具有主人翁心态的技术客户支持人员。 你将负责 QuickMail 以及我们的送达率附加组件 Mailflow 的支持工作。没有一线或二线支持之分。你是客户接触的第一个人，也是最后一个人。 客户依赖你解决问题，并在出故障时找到真正原因。你与工程团队紧密合作，并向创始人汇报我们需要了解哪些信息来改进产品：摩擦点在哪里，机会在哪里。 该职位涵盖帮助台、系统健康检查、发布前测试新版本，以及主持每周团队会议。它要求出色的沟通能力、扎实的技术理解和敏锐的批判性思维。 这不是一份照本宣科的工作。大多数工单涉及送达率、DNS 记录、LinkedIn 自动化或活动设置。你会在我们的支持仪表盘中深入查看客户账户，复现问题，然后决定如何处理以及如何向客户解释。 我们是一个分布在不同时区的远程团队。大多数日常任务都有带检查清单的书面指南，因此你知道完成的标准是什么。你需要优化和改进这些流程。当出现新情况时，你要找出最有效的处理方式。 如果你想在多个领域拥有高度自主权、承担真正的责任，并在快节奏的环境中工作，这个职位适合你。 What Work Looks Like 工作内容 你负责两件事：让客户快速摆脱困境，并让产品保持可靠。 每天 设定当天的支持优先级，处理 QuickMail 和 Mailflow 的 Help Scout 队列。对工单进行分诊、解决，并在需要时深入排查。 检查支持仪表盘：任务队列、事件流延迟、黑名单状态、新购买的域名。如果有异常，进行调查、诊断，并推动问题解决。 审查欺诈警报，并停用属于诈骗或滥用平台的账户。 让客户满意 能自如地与客户通话，快速建立融洽关系，并帮助他们为成功做好准备。 根据已发布的内容和客户的需求更新变更日志和帮助文章。 与团队分享客户反馈，向满意客户索取评价和案例研究，并关注NPS以寻找推荐语候选人。 用AI让支持更智能 改进AI支持代理。审查它的回答，在它出错时修正它所依据的文档，并在它的回复不准确时联系客户。 编写并维护由AI构建的自动化测试，在客户之前尝试破坏staging。 使用我们已建立的MCP连接（Helpscout、GitHub、Postmark等）准确了解支持情况，并找出下一个值得改进的地方。 保持产品稳定可靠 把关发布。新的修复和功能每周都会部署到staging。测试它们，确认staging何时可以发布，并考虑现有用户和新用户将受到的影响。 将bug作为GitHub issues报告，包含开发者所需的一切：复现步骤、截图或Loom，以及任何GraphQL或console错误。 主导红色警报。当核心功能故障（邮件无法发送、登录宕机）时，确认问题，在Slack或Telegram上提醒团队，每30分钟更新状态页，让受影响客户知情，并推动修复。然后进行复盘，避免再次发生。 推进每周工作 在MonsterOps中主持每周团队会议：问题已撰写，待办已完成，数字已更新。 在MonsterOps中保持rock status和KPIs最新。 你将使用的工具：Helpscout、我们的Support Dashboard、Sidekiq、GitHub、Slack、Telegram、MonsterOps、Outline、MxToolbox、Postmark、Bento、TidyCal、Fathom、Visual Code和Claude。 你是什么样的人 你能快速建立融洽关系。你在书面和通话中都温暖、积极且易于共情。 你善于沟通。对外，你能展现温暖、同理心和关怀。对内，你能清晰简洁地沟通重要事项。 你能在极少指示下工作。你能理解简短说明，而不需要每个细节都被讲清楚。你善于排定优先级（尤其当你有很多事要处理时），并且不需要手把手指导就能完成任务。 你在视频中表现自如。你能自然地用 Zoom 和 Meet 进行实时通话，也能通过 Loom 等工具录制视频。 你的队友始终可以信赖你。你说到做到。 你始终有紧迫感。你能快速执行，并找到提高生产力的新方法。 你善于利用资源。你会使用所有可用工具来取得好结果。 你不自负。你不容易因冒犯而生气，你能把分歧当作讨论，而不是人身攻击。 成长型思维。你对新的工作流/流程/产品/工具变化持积极态度。你喜欢给予和接受正面与负面反馈，而不会变得防御。 工作时间需与美国东海岸和英国重叠，我们大多数客户在那里。 如果你具备以下条件更佳 有面向客户的工作经验；如果没有，请告诉我们为什么你非常适合这个职位。 具备 deliverability 和 LinkedIn outreach 的实用知识。Warmup、DNS、inbox rotation、DKIM、SPF、Outlook 和 Gmail 技术设置。我们可以教这些，但有基础会更好。 熟悉 agency 设置。Workspaces、guest seats、inbox purchases，以及 agency 失去客户时会发生什么。 具备轻量数据技能。你能从 Help Scout 或我们的 MCP 中提取数字，为你汇报的内容提供依据。 善于发现满意客户。你能注意到他们，并在合适时机索取推荐语和案例研究。 我们如何协作 你将直接与创始人及我们的 lead developer 合作。 与创始人共事可能强度很高。实际表现如下： 回复简短，可能显得严厉。如果书面内容让人不舒服或不清楚，请询问。 方向可能改变。创始人可能先说一件事，几天后随着了解更多又说不同的事。发生这种情况时，确认改变了什么并适应。 信息应简短切题。先讲重要内容，若被要求再提供更多细节。 创始人可以对一个问题持续感到沮丧，直到它被解决。这是他们自己意识到并在努力改进的一点。如果你能在压力下保持冷静和专注，你会在这里做得很好。 团队在讨论想法时常常思维很快，并会互相打断。如果这会让你困扰，这个职位可能不适合你。 这个职位适合情商高、不把事往心里去、遇到不清楚的地方会提问、并能同时推进很多事情的人。 你的时间安排可以灵活。如果你每周四下午3点有武术课，可以去上课，之后再补上时间。作为回报，在极少数团队周末需要你帮忙的情况下，我们也希望你同样灵活。 福利 合同类型：全职或兼职 薪酬：每月 2,500 至 4,000 USD，取决于经验和地点。美国本地录用者将以独立承包商（1099）身份工作。 开始日期：可协商 申请时请提到单词 TRUMP 并标注 RNDUuMjIxLjExMi4xNzM=，以表明你完整阅读了职位发布（#RNDUuMjIxLjExMi4xNzM=）。这是一个用于避免垃圾申请者的 beta 功能。公司可以搜索这些词来找到读过此内容并证明自己是真人的申请人。打开原始链接 →