This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description A growing kosher technology startup is seeking a Head of Customer & Technical Support to build their lead our support operations while helping advance kosher standards in digital technology. We are looking for an exceptional problem solver and systems builder to lead our Customer and Technical Support Operations. This role is responsible for designing and managing the entire support infrastructure, overseeing the customer support team, and personally handling complex technical support issues that require deeper investigation. The ideal candidate combines technical ability, operational thinking, and leadership to build scalable support systems, manage the support team, coordinate with developers, and continuously improve both the customer experience and our filtering technology. Because our mission centers around kosher technology, the right candidate must also be passionate about strengthening and advancing kashrus standards in digital technology. This is primarily a leadership and systems role, but the candidate will also personally handle complex technical issues that are escalated beyond the support team. Responsibilities - Build and Manage the Support System - Design and implement the company’s customer support infrastructure - Set up and manage the help desk platform (Freshdesk or similar) - Create support workflows, automations, and ticket routing - Build and maintain a comprehensive knowledge base - Set up support channels including helpdesk, phone line, and documentation - Develop internal troubleshooting guides and support playbooks - Lead and Oversee the Customer Support Team - Manage and supervise customer support representatives - Ensure tickets are handled professionally and efficiently - Monitor response quality and customer satisfaction - Train support staff and improve team performance - Establish support policies and procedures - Handle Technical Escalations - Serve as the escalation point for complex technical support issues - Investigate advanced technical problems that frontline support cannot resolve - Troubleshoot issues involving system behavior, integrations, or configuration - Work closely with the development team to reproduce bugs and resolve issues - Coordinate with Product & Development - Identify recurring technical problems from support cases - Communicate technical issues and customer feedback to developers - Help prioritize fixes and product improvements - Assist with technical documentation and troubleshooting guidance - Advance Kosher Technology Standards - Help improve the effectiveness of our kashrus filtering systems - Research and identify new problematic content or technologies - Analyze apps and platforms to identify new areas that require protection or filtering - Work with product and development teams to strengthen filtering systems - Implement Automation and AI - Utilize AI tools to improve customer support workflows - Implement automations using no-code platforms such as Zapier - Continuously improve efficiency through automation and technology Qualifications - Previous experience working in or leading customer service or technical support teams - Strong problem-solving ability and analytical thinking - Basic understanding of coding concepts - Familiarity with no-code tools such as Zapier - Experience with help desk platforms (Freshdesk, Zendesk, Intercom, etc.) - Strong organizational and leadership skills - Ability to build systems, processes, and documentation Ideal Candidate - Is passionate about kosher technology - Loves solving complex technical problems - Is both technical and operational - Enjoys building systems and improving processes - Has experience mentoring or managing support teams - Takes ownership and drives improvements independently Bonus Experience - Experience implementing AI tools in customer support - Background in technical support engineering - Experience analyzing apps or digital platforms Requirements - Previous experience working in or leading customer service or technical support teams - Strong problem-solving ability and analytical thinking - Basic understanding of coding concepts - Familiarity with no-code tools such as Zapier - Experience with help desk platforms (Freshdesk, Zendesk, Intercom, etc.) - Strong organizational and leadership skills - Ability to build systems, processes, and documentation

• Respond to customer inquiries via email and live chat • Provide information about products, orders, and services • Document customer interactions in internal systems • Assist customers with order updates and basic troubleshooting • Escalate complex issues to appropriate departments • Maintain accurate records of customer communications

Job Title: Work From Home | Hotel Booking Agent | Fully Remote Company: Destination Knot Job Type: Flexible Schedule | Remote Work About Destination Knot: Destination Knot is a professional travel planning company committed to helping clients create unforgettable experiences around the globe. We specialize in hotel accommodations, cruises, all-inclusive resorts, and group travel planning. Our focus is on delivering excellent customer service and personalized support for every traveler. Position Overview: Destination Knot is seeking motivated, detail-oriented individuals to join our team as Hotel Booking Agents. In this fully remote role, you will assist clients with researching, planning, and securing hotel reservations that fit their preferences and budgets. This position is ideal for those who enjoy working with people, love travel, and want flexibility in their workday. Full training and continuous support are provided to help you succeed in this role. Key Responsibilities: Assist clients in researching and booking hotel accommodations Provide accurate details about hotel options, pricing, and amenities Respond promptly and professionally to client inquiries via phone, email, or messaging platforms Maintain accurate records of client interactions and reservation details Collaborate with team members to ensure excellent service and smooth booking processes Stay current on hotel offerings, travel trends, and industry updates Participate in virtual meetings and training sessions Requirements: Strong communication and customer service skills Friendly, professional demeanor and positive attitude Comfortable working independently and managing time effectively Basic computer proficiency and reliable internet connection Interest in travel and helping clients plan memorable hotel stays Previous experience in customer service, hospitality, or sales is a plus but not required What We Offer: Flexible, fully remote work environment Comprehensive training and access to booking tools and resources Supportive team culture and mentorship Income-earning possibilities based on performance Exclusive travel discounts and industry perks Opportunities for personal and professional growth Excited to help clients find their perfect stay? Apply now and join the Destination Knot team! $45,000 - $65,000 a year

• Respond promptly and professionally to client inquiries via phone, email, and messaging platforms • Assist with luxury and leisure travel bookings, including changes, cancellations, and special requests • Provide accurate and timely information regarding destinations, travel requirements, and agency policies • Coordinate booking details and confirm itineraries to ensure accuracy and client satisfaction • Proactively follow up with clients before and after travel to ensure a positive experience • Address client concerns with empathy, professionalism, and solution-oriented thinking • Maintain accurate documentation and update booking systems as required