Instrumentl

1 month ago

Customer Support & Operations Team Lead

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 7 hours agoStatus: Live

Job Summary

Hands-on, player-coach leader shaping Instrumentl's customer support and operations. Owns tickets, escalations, billing questions, bug reports, and product education while guiding one full-time IC and contractors. Builds AI-enabled workflows, scales the function, and collaborates with Success, Finance, Product, and Engineering to deliver a world-class, scalable support operation.

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Handle customer tickets, escalations, billing questions, bug reports, and product education. You’re in the queue, not above it.
•Set the standards for response quality, tone, accuracy, and escalation, then hold the team (humans and AI) to them.
•Improve first-response and resolution times for top-priority tickets while maintaining or improving CSAT.
•Build lightweight QA loops so quality is measurable and consistently achieved.
•Oversee queue management, routing, escalation paths, SLAs, and coverage planning, including holidays and staffing considerations.

Pay and Benefits

Salary: USD 95,000 - 115,000 annually

Equity and Bonus:Equity

Perks:Health InsuranceDentalVision401kRemote WorkPaid LeaveEquity

Key Requirements

•4+ years in customer support, support operations, or CX, ideally in SaaS, with ownership of quality beyond answering tickets
•Prior people management experience with setting expectations, giving feedback, and coaching
•AI-native instincts with hands-on use of AI to improve Fin/AI quality and workflows
•Track record building or improving support systems (routing, escalation, QA, reporting, or self-serve) beyond queue management
•Excellent customer judgment and writing; ability to translate billing issues or bugs into clear, non-technical explanations

Experience:4+ yearsSaaSNonprofits

Skills:CommunicationLeadershipWritingCustomer empathyProblem-solving

Tech Stack:AIAutomationHelp center

Company Brief

Instrumentl

Provides a SaaS platform that helps nonprofits and grant professionals discover, track, and win grant funding by combining grant prospecting, opportunity tracking, and workflow tools with automated matching and research features.

Industry: Enterprise Software

Company Size: Small (11 to 50 employees)

Growth: Growth Stage Startup

Headquarters: Seattle, United States

Website LinkedIn

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Instrumentl

1 month ago

Customer Support & Operations Team Lead

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 7 hours agoStatus: Live

Job Summary

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Handle customer tickets, escalations, billing questions, bug reports, and product education. You’re in the queue, not above it.
•Set the standards for response quality, tone, accuracy, and escalation, then hold the team (humans and AI) to them.
•Improve first-response and resolution times for top-priority tickets while maintaining or improving CSAT.
•Build lightweight QA loops so quality is measurable and consistently achieved.
•Oversee queue management, routing, escalation paths, SLAs, and coverage planning, including holidays and staffing considerations.

Pay and Benefits

Salary: USD 95,000 - 115,000 annually

Equity and Bonus:Equity

Perks:Health InsuranceDentalVision401kRemote WorkPaid LeaveEquity

Key Requirements

•4+ years in customer support, support operations, or CX, ideally in SaaS, with ownership of quality beyond answering tickets
•Prior people management experience with setting expectations, giving feedback, and coaching
•AI-native instincts with hands-on use of AI to improve Fin/AI quality and workflows
•Track record building or improving support systems (routing, escalation, QA, reporting, or self-serve) beyond queue management
•Excellent customer judgment and writing; ability to translate billing issues or bugs into clear, non-technical explanations

Experience:4+ yearsSaaSNonprofits

Skills:CommunicationLeadershipWritingCustomer empathyProblem-solving

Tech Stack:AIAutomationHelp center

Company Brief

Instrumentl

Industry: Enterprise Software

Company Size: Small (11 to 50 employees)

Growth: Growth Stage Startup

Headquarters: Seattle, United States

Website LinkedIn