Instrumentl - Customer Support & Operations Team Lead

• 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 our highest-priority ticket types while maintaining or improving CSAT. • Build lightweight QA loops so quality is something we measure, not something we hope for. • Scale support through AI and self-serve • Own day-to-day Fin/AI support performance: training, monitoring, reviewing answers, and tightening workflows. • Spot repetitive ticket categories that should be solved by AI, macros, better help-center content, or product education, and ship the fix. • Build human-in-the-loop workflows so AI resolves more, and routes the rest to a human cleanly. • Use customer conversations as a feedback loop: surface documentation gaps, AI gaps, UX issues, and product confusion. • Build the support operating system • Own queue management, routing, escalation paths, SLAs, and coverage planning, including the awkward stuff like company off-sites and holidays. • Sharpen billing, cancellation, and refund workflows in partnership with Finance and CS. • Oversee operational data workflows, including our spreadsheet-import process and the contractors who power it. • Create internal playbooks and documentation so support doesn’t live in tribal knowledge. • Build reporting that helps leadership see ticket volume, customer pain, team performance, and scaling risk. • Strengthen feedback loops with the rest of the company • Partner with our Support Engineer on bug triage, reproduction steps, prioritization, and customer follow-up. • Distinguish real product bugs from user confusion, billing edge cases, and education gaps, and escalate accordingly. • Surface recurring customer pain points and translate them into clear recommendations for Product, Engineering, Finance, and CS. • Close the loop with customers when issues need investigation or follow-up. • Develop the team • 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 so new contributors ramp faster. • Help decide when support volume justifies an additional FTE, and what the next version of the team looks like. • 4+ years in customer support, support operations, or CX, ideally in SaaS, including time owning quality, not just answering tickets. • Prior people management experience. You’ve set expectations, given hard feedback, and coached someone into a better version of their work. • Experience with Intercom or Fin (Zendesk, Help Scout, Ada, Forethought, Gorgias and similar tools all transfer). • Billing-heavy support experience: subscriptions, plan changes, refunds, payment failures. • Experience overseeing operational data workflows like spreadsheet imports or QA on contractor-supported processes. • Background supporting nonprofit, SMB, or prosumer SaaS customers. You know how to read between the lines with non-technical users.