Instrumentl
SaaS
CustomerSupport&OperationsTeamLead
“Customer Support & Operations Team Lead at Instrumentl. Skills: Customer Support, Support Operations, AI, Team Management. Own the customer experience. Handle customer tickets”
What You'll Achieve.
Raise the bar for the team; Build a function that scales; Improve CSAT; Achieve world-class support
Industry & Context.
Resolve issues systematically; Debug customer issues
What They're Looking For.
Must Have
4+ years in customer support, support operations, or CX, ideally in SaaS, including time owning quality, not just answering tickets, Prior people management experience, AI-native instincts, A track record of building or improving support systems (routing, escalation, QA, reporting, or self-serve), Excellent customer judgment and writing, Player-coach energy, Comfort with ambiguity
Nice to Have
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, Remote startup experience
What You'll Do.
Own the customer experience
Handle customer tickets
Set standards for response quality
Improve first-response times
Scale support through AI
Own day-to-day Fin/AI support performance
Spot repetitive ticket categories
Build human-in-the-loop workflows
Use customer conversations as feedback loop
Build the support operating system
Sharpen billing workflows
Oversee operational data workflows
Create internal playbooks
Strengthen feedback loops
Partner on bug triage
Distinguish product bugs
Surface recurring customer pain points
Close the loop with customers
Manage one full-time support IC
Improve onboarding and training
Help decide team growth
How You'll Work.
Team & Collaboration
Partner with Customer Success; Partner with Finance; Partner with Product; Partner with Engineering; Partner with Support Engineer
Communication Scope
Excellent customer writing
Applying for this Customer Support & Operations Team Lead role?
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