Head of Support
Updated on 11/30/2023

51-200 employees

Internal communications software for email tracking and engagement
Company Overview
ContactMonkey stands out as a leading internal communications company, offering a robust software that integrates with existing tech stacks like Gmail, Outlook, and HRIS, making it a seamless addition to daily operations. The company's platform enhances employee engagement by allowing businesses to design on-brand, engaging emails and deliver them through preferred channels, while also providing valuable insights through surveys, read time, and analytics. Trusted by over 1,200 internal communications teams, including giants like Amazon, Expedia, and Oracle, ContactMonkey ensures secure, efficient, and measurable internal communication.

Company Stage


Total Funding





Toronto, Canada

Growth & Insights

6 month growth


1 year growth


2 year growth

Toronto, ON, Canada
Experience Level
Desired Skills
Customer Service
Microsoft Azure
Quality Assurance (QA)
Sales & Account Management
Customer Success & Support
  • 5+ years of experience in a Technical Support role focused on large scale enterprise customers
  • Clear communicator, both verbally and in writing, and you enjoy explaining things to others
  • Proven ability to thrive in a self-motivated fast-paced, ambiguous, and rapidly changing environment
  • Strong communication skills & bias for action
  • Experience creating and maintaining customer specific playbooks, SOPs (standard operating procedures) and operating manuals
  • Foresight to anticipate and address potential issues before they become issues
  • Strong communication skills and the ability to interface with both technical and non-technical individuals as needed
  • Experience hiring, onboarding and growing a technical support team from scratch
  • You have previous experience working closely with technical teams. Perhaps you’ve provided support for a technical product, worked in QA, or are taking your first steps to becoming a software engineer.
  • Provide technical solutions and respond to technical requests from customers
  • Manage and resolve support issues with a high degree of technical complexity
  • Collaborate with other departments (Product, Sales, Customer Success, Engineering) to ensure transparent communication, share ideas, and streamline processes
  • Improve efficiencies by documenting and standardizing support processes along with capturing or developing best practices
  • Develop tools that will help in diagnosing, resolving, and triaging hard-to-get-at problems
  • Secure new customers and retain current customers through the provision of excellent customer service
  • Document knowledge in the form of incident notes, technical articles, and contributions to knowledge bases or forums within specific areas of expertise
  • Follow-up on customer commitments in a timely manner, balancing effectively both processes with the need to adapt to the situation
  • Facilitate ongoing retrospectives to relay lessons learned and feedback internally to our other client-facing and technical teams
Desired Qualifications
  • Experience with Exchange Online, Microsoft Office 365, G Suite, Azure AD