Customer Support & Operations Team Lead

Instrumentl
United States
Workplace: RemoteFull timeUSD 95,000 - 115,000 annuallyFunction: Customer Support (Service Desk)Experience: 4+ yearsSkills: ["Communication","Leadership","Writing","Customer empathy","Problem-solving"]

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.

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Instrumentl
Instrumentl
3 months ago

Customer Support & Operations Team Lead

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 15 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
WebsiteLinkedIn