[Hiring] Support Operations & Knowledge Lead @Hallow

Role Description

This role owns the systems and content that power great customer support at Hallow — our Help Center, our internal knowledge base, and the automations that put both to work. You'll be the connective tissue between what customers experience, what our support team needs, and what the engineers are building — translating clearly in all directions and making sure issues and bugs get addressed efficiently.

• Own and maintain our Help Center and support knowledge base, ensuring content is accurate, current, and written in a voice that reflects our mission and connects with users.
• Identify trends in user confusion and repeat questions — and proactively close those gaps through documentation, internal guides, and process improvements.
• Serve as the primary intake and triage point for bugs and product issues reported by customers or internal teams — validating, de-duplicating, and prioritizing before escalating to Product and Engineering.
• Design and implement AI-powered automations in Intercom to elevate our support operations infrastructure.
• Act as the liaison between non-engineering staff (including Customer Support) and Engineering.
• Track the status of reported issues and communicate relevant updates back to the Support team.
• Collaborate with Support, Product, and Engineering on communicating feature releases and product updates on an ongoing basis.

Qualifications

• 3+ years of experience in Knowledge Base Management, IT Support, Customer Operations, Customer Support, Customer Success, Project Management, or a related role.
• Experience working closely with product or engineering teams is a strong plus.
• Strong written communication skills, with the ability to translate technical or product concepts into clear, user-friendly language.
• Comfortable in technical conversations; familiarity with APIs, integrations, or tools like Python/Claude Code is a plus.
• Experience with tools such as Intercom, Slack, ClickUp, or Jira is also helpful.

Requirements

• Ability to assess issue severity, prioritize effectively, and push back when necessary to protect focus and quality.
• Strong project management skills to ensure bugs and issues move through the pipeline while managing multiple help center drafts.
• Comfortable working independently, managing competing priorities, and collaborating across teams in a remote environment.
• Flexibility to manage competing priorities during high-volume periods and adapt as processes and products evolve.

Benefits

• Competitive market rates in terms of equity, cash, & benefits.
• Unlimited PTO.
• Insurance.
• Remote-flexible work.
• Fully paid parental leave.
• 401(k) match.
• Stipends for spiritual development, health & wellness, home-office, and learning.
• Discretionary bonus eligibility at the end of each fiscal year.

Compensation Range

$70,000 - $85,000 USD per year. The above range only includes cash compensation. Each full-time employee in the US also receives equity compensation, alongside a top-tier benefits package.