Customer Support & Operations Team Lead

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Customer Support & Operations Team Lead in the United States.

This role is a key leadership position at the intersection of customer experience, operations, and AI-enabled support systems, supporting nonprofits and mission-driven organizations using a fast-scaling SaaS platform. You will lead both hands-on support work and the design of scalable support operations that combine human expertise with automation and AI tools. The position blends player-coach responsibilities, where you will actively handle customer tickets while also shaping the systems, workflows, and standards that define world-class support. You will play a central role in improving response quality, resolution speed, and customer satisfaction across a rapidly growing user base. Working cross-functionally with Product, Engineering, Finance, and Customer Success, you will help turn customer insights into actionable improvements. This is a high-impact opportunity to build and scale a modern support function from the ground up.

In this role, you will own both the day-to-day customer support experience and the operational systems that enable scalable, high-quality service. You will directly handle customer interactions while building the structure, tools, and workflows that improve efficiency and consistency across the team.

• Manage customer support tickets, escalations, billing inquiries, bug reports, and product-related questions directly in the queue
• Define and uphold standards for response quality, tone, accuracy, and escalation handling across human and AI-assisted support
• Improve first-response time, resolution time, and CSAT while maintaining a high-quality customer experience
• Build and maintain QA processes to systematically measure and improve support quality
• Own AI-assisted support workflows, including training, monitoring, and optimizing performance of automation tools
• Identify repetitive issues and implement scalable solutions through AI, self-serve resources, macros, or product improvements
• Design and maintain queue management, routing, SLAs, escalation paths, and coverage planning
• Oversee billing, refunds, cancellations, and operational workflows in partnership with Finance and Customer Success
• Develop internal documentation, playbooks, and knowledge bases to reduce dependency on tribal knowledge
• Create reporting frameworks to track ticket volume, customer pain points, and operational performance
• Partner with Product and Engineering teams to triage bugs, clarify issues, and drive resolution priorities
• Translate customer feedback into actionable insights for product, process, and experience improvements
• Manage and mentor a small support team including one full-time IC and contractors, setting clear expectations and coaching performance
• Help evolve team structure and scaling strategy as customer volume grows

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Requirements

This role requires strong experience in customer support leadership, support operations, and SaaS environments, combined with a hands-on, systems-thinking mindset and comfort with AI-driven workflows.

• 4+ years of experience in customer support, CX, or support operations in a SaaS environment
• Prior people management experience with proven ability to coach, guide performance, and develop team members
• Strong experience building or improving support systems such as QA frameworks, routing, escalation paths, or reporting
• Hands-on mindset with willingness to actively work in the support queue and handle customer issues directly
• Strong written communication skills and ability to simplify complex issues for non-technical users
• Experience handling billing-related support such as subscriptions, refunds, or payment issues (preferred)
• AI-native mindset with experience using or optimizing AI tools in customer support workflows
• Familiarity with support platforms such as Intercom, Fin, Zendesk, Help Scout, or similar tools
• Strong analytical thinking with ability to identify trends, root causes, and operational improvements
• Comfortable working in fast-paced, ambiguous, and evolving startup environments
• Ability to collaborate effectively across Product, Engineering, Finance, and Customer Success teams
• Experience supporting SMB, nonprofit, or prosumer SaaS users is a plus
• Strong organizational skills with ability to manage multiple priorities and operational complexity

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Benefits

• Competitive compensation: $95,000 – $115,000 USD base salary plus equity
• 100% employer-covered health, dental, and vision insurance (50% for dependents)
• Generous paid time off and parental leave policies
• 401(k) retirement savings plan
• Company-provided laptop and home office setup stipend
• Opportunity to work with mission-driven nonprofit organizations across the United States
• High-impact role with ownership over support operations and team scaling strategy
• Flexible, remote-friendly startup environment
• Strong culture of learning, experimentation, and continuous improvement
• Equity participation in a growing SaaS company