Customer Support & Operations Team Lead
New
I
InstrumentlSaaS Platform
Remote - USAFull-TimeLead
Salary$95,000 – $115,000 USD base plus equity
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Job Details
- Experience
- 4+ years in customer support, support operations, or CX
- Required Skills
- Data AnalysisTeam managementCustomer supportSaaS
Requirements
- 4+ years in customer support, support operations, or CX, ideally in SaaS.
- Prior people management experience, including coaching and providing performance feedback.
- AI-native instincts with experience managing AI support tools.
- Track record of building or improving support systems such as routing, QA, reporting, or self-serve workflows.
- Excellent customer judgment and written communication skills.
- Ability to act as a player-coach, handling tickets while managing team operations.
- Experience operating in a fast-moving, Slack-first remote environment.
- Experience with Intercom or Fin preferred.
- Experience with billing-heavy support preferred.
- Experience overseeing operational data workflows or contractor-supported processes preferred.
Responsibilities
- Manage customer tickets, billing inquiries, bug reports, and product education while acting as a player-coach.
- Define and maintain standards for response quality, tone, and escalation procedures.
- Scale support operations by integrating AI and self-service tools like Fin, including training and monitoring.
- Develop QA loops and reporting to measure team performance, ticket volume, and operational risks.
- Partner with Finance, Product, and Engineering teams to escalate bugs and surface recurring customer pain points.
- Manage and coach a small team consisting of full-time support staff and contractors.
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