[Hiring] Customer Support & Operations Team Lead @Instrumentl

Role Description

We’re hiring a Customer Support & Operations Team Lead , reporting to our VP of Customer Success, to own the systems and workflows behind a fast, accurate, and genuinely delightful support experience for the nonprofits and grant writers who run on Instrumentl. This is a hands-on player-coach role.

• Handle tickets, billing questions, bug reports, escalations, and help-center updates.
• Guide one full-time support IC and a small bench of contractors.
• Sharpen AI support workflows in Fin.
• Define how we use AI, how we staff, and what “world-class” looks like.
• Partner with Customer Success, Finance, Product, Engineering, and our Support Engineer.

Qualifications

• 4+ years in customer support, support operations, or CX, ideally in SaaS.
• Prior people management experience.
• AI-native instincts.
• A track record of building or improving support systems.
• Excellent customer judgment and writing.
• Player-coach energy.
• Comfort with ambiguity.

Requirements

• Manage one full-time support IC plus contractors and VAs.
• Set role clarity, goals, and performance expectations.
• Coach the team on judgment, quality, efficiency, and customer empathy.
• Improve onboarding and training.
• Help decide when support volume justifies an additional FTE.

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.