We're hiring a Customer Support & Operations Team Lead to own the systems and workflows behind a fast, accurate, and genuinely delightful support experience for nonprofits and grant writers on Instrumentl.
Requirements
- 4+ years in customer support, support operations, or CX, ideally in SaaS, including time owning quality, not just answering tickets.
- Prior people management experience.
- AI-native instincts.
- A track record of building or improving support systems (routing, escalation, QA, reporting, or self-serve).
- Excellent customer judgment and writing.
- Player-coach energy.
- Comfort with ambiguity.
Benefits
- 100% covered health, dental, and vision insurance for employees; 50% for dependents
- Generous PTO, including parental leave
- 401(k)
- Company laptop and a stipend to set up your home workstation
- The chance to work with awesome nonprofits across the US doing meaningful work
