Job Description

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