Customer Support & Operations Team Lead Full Time

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.

Accountabilities

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

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

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

How Jobgether Works

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role’s core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.