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Customer Support & Operations Team Lead
Full-time
A hands-on player-coach Customer Support and Operations Team Lead at a YC-backed, hypergrowth grant-management SaaS platform used by 5,500+ nonprofits. Reporting to the VP of Customer Success, you own the systems and workflows behind a fast, accurate support experience while refining AI support workflows and coaching a small team.
Key responsibilities
Own the customer experience: handle tickets, escalations, billing questions, and bug reports, and set standards for quality, tone, and escalation.
Scale support through AI and self-serve by managing AI support performance, training, monitoring, and refining workflows.
Build human-in-the-loop workflows to increase AI resolution rates and route complex issues to human agents.
Build the support operating system: queue management, routing, escalation paths, SLAs, playbooks, and reporting.
Strengthen feedback loops by partnering with the Support Engineer on bug triage, reproduction, and prioritisation.
Develop the team: manage one full-time IC and contractors, set goals, and coach on judgment and empathy.
Required qualifications
4+ years in customer support, support operations, or CX, preferably in SaaS, including QA ownership.
Prior people management experience.
Strong AI-native instincts and the ability to manage AI quality independently.
Track record of building or improving support systems (routing, escalation, QA, reporting, self-serve).
Excellent customer judgment and writing skills; player-coach mentality.
Preferred qualifications
Experience with Intercom or Fin (or Zendesk, Help Scout, Ada, Forethought, Gorgias).
Experience with billing-heavy support and operational data workflows.
Background supporting nonprofit, SMB, or prosumer SaaS customers in a remote startup environment.
