Customer Support & Operations Team Lead

About the Opportunity

The company is dedicated to transforming the grant management landscape for nonprofits. Over 5,500 nonprofits utilize the platform to discover, track, and secure grant funding, serving entities from local community organizations to large institutions. With collective processing of over $1 billion, the organization is experiencing year-over-year growth and seeks individuals passionate about building impactful solutions.

About the role

This is a hands-on player-coach position responsible for systems and workflows ensuring a fast, accurate, and exceptionally positive support experience for nonprofits and grant writers. The role involves handling tickets, billing inquiries, bug reports, escalations, and help-center updates, while also guiding a team, refining AI support workflows, and determining the optimal balance between automation, self-service, and human judgment.

Key Responsibilities

• Own the customer experience
• Handle customer tickets, escalations, billing questions, bug reports, and product education
• Establish and enforce standards for response quality, tone, accuracy, and escalation
• Improve first-response and resolution times for high-priority ticket types while maintaining or enhancing customer satisfaction
• Implement lightweight quality assurance processes to ensure consistent service delivery
• Scale support through AI and self-serve
• Manage day-to-day AI support performance, including training, monitoring, reviewing responses, and refining workflows
• Identify repetitive ticket categories that can be addressed through AI, macros, improved help-center content, or enhanced product education, and implement solutions
• Develop human-in-the-loop workflows to increase AI resolution rates and ensure seamless routing of complex issues to human agents
• Utilize customer interactions as a feedback mechanism to identify documentation gaps, AI limitations, user experience issues, and areas of product confusion
• Create internal playbooks and documentation to centralize support knowledge and reduce reliance on tribal knowledge
• Develop reporting to provide leadership with insights into ticket volume, customer pain points, team performance, and scaling risks
• Partner with the Support Engineer on bug triage, reproduction steps, prioritization, and customer follow-up
• Differentiate between genuine product bugs, user confusion, billing edge cases, and educational gaps, escalating appropriately
• Surface recurring customer pain points and translate them into clear, actionable recommendations for Product, Engineering, Finance, and Customer Success
• Ensure customers are informed when issues require investigation or follow-up
• Develop the team
• Manage one full-time support individual contributor and contractors/virtual assistants
• Define role clarity, set goals, and establish performance expectations
• Coach the team on judgment, quality, efficiency, and customer empathy
• Enhance onboarding and training programs to accelerate the ramp-up time for new contributors
• Contribute to decisions regarding when additional full-time support staff are warranted and the future structure of the team

Required Qualifications

• 4+ years of experience in customer support, support operations, or customer experience, preferably within a SaaS environment, including experience owning quality assurance beyond ticket resolution
• Prior people management experience, including setting expectations, providing constructive feedback, and coaching individuals to improve performance
• Strong AI-native instincts; demonstrated use of AI in daily work, informed opinions on its application, and the ability to manage AI quality independently
• Proven track record of building or improving support systems such as routing, escalation, QA, reporting, or self-serve solutions
• Excellent customer judgment and writing skills, with the ability to clearly communicate complex issues like billing problems or bugs to non-technical customers
• Player-coach mentality, willing to actively participate in the support queue, update documentation, review AI responses, or troubleshoot customer issues
• Comfort operating in a fast-paced, Slack-first environment where processes may need to be developed

Preferred Qualifications

• Experience with Intercom or Fin (transferable experience with Zendesk, Help Scout, Ada, Forethought, Gorgias, and similar tools is valuable)
• Experience with billing-heavy support, including subscriptions, plan changes, refunds, and payment failures
• Experience overseeing operational data workflows, such as spreadsheet imports or quality assurance for contractor-supported processes
• Background supporting nonprofit, small to medium-sized business (SMB), or prosumer SaaS customers, with an understanding of how to interpret needs from non-technical users
• Experience in a remote startup environment

Compensation & Benefits

• For candidates based in the US, the target salary range is $95,000 – $115,000 USD base salary, plus equity. Final compensation will be determined based on experience, skillset, scope of the role, interview performance, and geographic location.
• Benefits include 100% covered health, dental, and vision insurance for employees; 50% coverage for dependents, generous paid time off, including parental leave, a 401(k) plan, a company laptop, and a stipend for home office setup, and the opportunity to work with impactful nonprofits across the US. The organization is an equal opportunity employer committed to fostering an inclusive workplace.