Lead, Community Support
New
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Kickstarter PBCCrowdfunding Platform
We’re currently able to support employees based in the following US locations: CA, CO, CT, GA, IL, MA, MD, NC, NJ, NY, OR, SC, VA, VT, and WA. We're also able to support employees in the United Kingdom., Requires significant overlap with US, UK, and Singapore timezones; Eastern timezones preferred.Full-TimeLead
Salary117,014 USD per year
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Job Details
- Experience
- 8+ years
- Required Skills
- Project ManagementData AnalysisQA AutomationCustomer supportZendesk
Requirements
- 8+ years of related experience in community, customer, or user support.
- Demonstrated track record of leading complex, cross-functional projects end-to-end.
- Hands-on experience improving customer support tooling (e.g., Intercom, Zendesk, Fin).
- Strong analytical skills using ticket data and operational metrics.
- Subject matter expertise across all key CS functions.
- Experience working effectively with external vendors and partners.
- Excellent written communication skills.
- Collaborative, team-first mindset with mentorship experience.
Responsibilities
- Lead high-impact initiatives across Product, Engineering, Trust & Safety, and Marketing.
- Own ongoing improvement of core Support tooling including Intercom / Fin.
- Manage relationships with existing vendors and outsourced partners.
- Triage and work a regular cadence of support tickets.
- Use data and trends to identify root causes and design measurable improvements.
- Translate strategic goals into concrete project plans.
- Raise the bar for execution by modeling high-quality work and coaching peers.
- Design and maintain quality checks, peer review norms, and documentation.
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