Support Systems Specialist

Our support operation is a mess. Tickets come in from multiple channels, response times are inconsistent, and there's no documentation for anything. We need someone to fix this — and then own it.

This is not a ticket-answering role. You're building the system: writing the SOPs, setting up the helpdesk tool, creating response templates, organizing the knowledge base. Once it's built, you maintain it and train whoever handles tier-1 support.

To apply you need:

• Experience setting up or managing helpdesk tools — Freshdesk, Zendesk, Intercom, or similar
• SOP and documentation writing you can show examples of
• Ability to spot workflow problems and fix them without being told to
• Conversational English for internal team communication

Any timezone. The work is async-friendly. What isn't flexible is quality — half-built systems and vague documentation won't work here.

Include examples of support systems or SOPs you've built when you apply.