Job Description

About Writesonic At Writesonic, were revolutionizing marketing with cutting-edge generative AI tools that power over 10 million users globally From crafting SEO-optimized content to building intelligent customer support systems with Botsonic, we are a hub for innovation and creativity Writesonic is where AI meets excellence, enabling businesses to achieve more with less effort ## About This Role Were seeking a hands-on Technical Support -Team Lead to join our growing customer support organization This is a player-coach position leading a team of 4 support specialists, with 70% focus on direct customer support and 30% on team leadership The ideal candidate is someone who thrives on solving technical challenges while mentoring others to do the same Schedule Requirements Fully remote position with flexible working hours Coverage required across US and European time zones Participation in weekend support rotations Ability to adjust working hours based on customer support needs Key Responsibilities Direct Support (70%) Handle complex technical support cases directly through email, chat, and support platforms Troubleshoot and resolve issues related to our AI tools, APIs, and integrations Contribute to technical documentation and knowledge base Maintain personal ticket queue while meeting quality and response time standards Team Leadership (30%) Guide and mentor a team of 4 Product Support Specialists Provide technical guidance and support during complex issue resolution Monitor team performance and support quality Collaborate with engineering teams to resolve escalated issues Identify and report recurring issues and product improvement opportunities Required Skills and ExperienceTechnical Requirements 4-5 years in customer or product support roles within SaaS companies 1-2 years of experience leading technical support teams Strong proficiency in troubleshooting SaaS platforms, APIs, and integrations Experience with support tools (Zendesk, Intercom, or similar platforms) Basic understanding of programming concepts and API functionality Essential Qualities Proven ability to maintain individual contributor duties while leading a team Experience working across multiple time zones and with distributed teams Strong written and verbal communication skills Data-driven approach to problem-solving High degree of ownership and self-management Ability to stay calm and focused during high-pressure situations## What We Offer competitive compensation package Fully remote work environment Professional development opportunities Fitness membership discounts Opportunity to shape the future of AI-driven products Work Environment Fast-paced, dynamic startup atmosphere Fully remote team spread across multiple time zones Strong emphasis on ownership and independent problem-solving Collaborative culture focused on continuous improvementThis role is perfect for a technical support professional who wants to lead by example, maintain hands-on involvement in customer support, and help shape the future of AI-powered content creation tools How to Apply If youre excited about maintaining a strong technical focus while leading a support team in the cutting-edge field of AI, we want to hear from you Please submit your resume along with examples of how youve balanced individual contribution with team leadership in your previous roles