Lead - Community Support
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KickstarterCrowdfunding
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 for US-based candidates.Full-TimeSenior
Salary$117,014 USD
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Job Details
- Experience
- 8+ years
- Required Skills
- Project ManagementData AnalysisZendeskCustomer support
Requirements
- 8+ years of experience in community, customer, or user support with deep functional expertise.
- Demonstrated track record of leading complex, cross-functional projects end-to-end.
- Hands-on experience improving customer support tooling (e.g., Intercom, Zendesk, Fin, or AI/automation systems).
- Strong analytical skills with experience using ticket data and operational metrics.
- Subject matter expertise across all key CS functions.
- Experience managing external vendors and partners.
- Excellent written communication skills.
- Ability to work a 4-day workweek schedule with significant overlap with US, UK, and Singapore regions.
- Positive, solutions-oriented, and team-first mindset with experience in mentorship.
Responsibilities
- Lead high-impact initiatives and projects across Product, Engineering, Trust & Safety, and other teams from identification to delivery.
- Own the improvement of core support tooling, including Intercom, Fin, and adjacent systems, evaluating features and leading implementation.
- Manage relationships with external vendors and partners, ensuring accountability to standards and timelines.
- Perform ticket triaging and support work regularly to ground project improvements in user reality.
- Analyze data and trends to identify root causes and design measurable process or tool improvements.
- Coach peers on troubleshooting, workflows, and communication to raise execution standards.
- Maintain quality checks, documentation, and peer review norms.
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