AI-Native Customer Support Engineer - Escalations & Quality

Knowledge City, LLC is seeking a HelpDesk Lead to run day-to-day agent operations, guide escalation handling, and ensure high-quality responses across tickets. You will monitor ticket queues, coach agents, and provide actionable feedback to the Head of Customer Support.

Collaboration with Product Engineers will drive defect resolution and pattern-based training to improve service levels. In this role you will manage sensitive customer situations with professionalism, foster empathy, and strive