Head of Tech Support for an Email Outreach Platform - remote

GMass, Inc.

Posted 2 years ago

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Hi, I'm Ajay, and I'm the creator of GMass, a popular email marketing and email outreach platform.

For years, we've had so-so technical support, and our customers know it. We have a stellar product that hundreds of thousands of users love, but our support operation leaves much to be desired. Hence my search for a brilliant email wizard who can take charge of our tech support operation.

First and foremost, you should understand email sending like the back of your hand. Without any training, you should already know technical things like:

How open tracking works

How click tracking works

What SPF is and its impact on email sending

How to query a database with SQL

The basic SMTP commands to send an email

What soft vs hard bounces are

Basic HTML, like how to look at an "a href" or "img src" and analyze them for problems

The basics of email deliverability, including understanding blacklists, domain reputation, and warm-up

You should also be able to write well, because all of our customer communication is in written form, and we are big believers that if you can write well, the rest falls into place.

More about you:

You are passionate about solving problems and making customers happy. You see an incoming ticket describing a strange problem, and you are fidgety until you can get to a computer to start digging in and solve the problem. You're a detective. You who likes investigating things. You the biggest high from the customer saying, "Oh wow, thank you!" after you've solved a seemingly impossible problem for them. You loathe unresolved issues. You sees an inefficiency in the system and says "Hey, if we change X, then customers will be happier and they won't need to ask us about this so much." YOU who can flip GMass's reputation of providing minimal and sometimes incompetent support to one of providing the most trustworthy support for an email platform ever.

A typical day consists of questions like these:

My campaign went out 2 hours later than it was supposed to. Why?

I'm getting bounces from addresses that I know are valid. What's going on?

I love your product. Upgrade me from the 1-user-plan to the 100-user-plan please!

I'm calling your API endpoint, but not all of my campaign settings are being applied.

Do you integrate with Salesforce?

I have the Chrome extension installed but the Gmass buttons have disappeared.

I'm getting too much business using your tool. Cancel my account until I can catch up and figure out what to do with all this money I'm making.

Lastly you should be smart and insightful and understand people and systems. You should understand that the way you would answer this question differs based on who's asking:

Suddenly my emails are going to Spam. What's going on?!

The steps to investigate this issue differ between a user who is sending 100 emails weekly to the members of his morning jogging club versus a user who is prospecting for their mortgage lending business.

More about me:

I created GMass six years ago, and I love the system, company, and user base. I believe GMass has a shot at becoming a tech household name. I live in Dayton, Ohio with my wife and kids. I work a lot, because I love my work. You can find me on Twitter at @PartTimeSnob. I'm on LinkedIn too but not as active there as on Twitter: linkedin.com/in/ajaygoel999

How to apply:

I prefer you send me an email directly to ajay AT wordzen DOT com, and tell me about yourself and how you fit with this role. The subject line can be whatever you like, but please include the words "tech support" in it so I don't miss your email. My policy is that if you put effort into your email to me, you'll get a response from me.

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