Kickstarter PBC
Crowdfunding
Lead,CommunitySupport
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“Lead, Community Support at Kickstarter PBC. Skills: Community Support, Tooling improvement, Project leadership. Lead high-impact initiatives. Drive projects within CS”
What You'll Achieve.
Move team forward; Improve team efficiency; Improve community experience; Deliver measurable outcome; Reduce complications; Improve consistency
Industry & Context.
Root cause analysis; Troubleshooting; Data analysis
Accommodate time zones
What They're Looking For.
Must Have
8+ years related experience, Lead complex cross-functional projects, Own or improve customer support tooling, Use ticket data and metrics, Subject matter expertise CS functions, Work effectively with external vendors
Nice to Have
Experience with AI/automation tooling
What You'll Do.
Lead high-impact initiatives
Drive projects within CS
Partner cross-functionally
Manage relationships with vendors
Own improvement of core tools
Evolve tools to meet needs
Work meaningful portion of tickets
Ground improvements in user problems
Set bar for execution
Raise performance of others
Drive projects from identification to outcome
Improve Support tooling
Manage relationships with existing vendors
Hold vendors accountable
Triage support tickets
Surface emerging issues
Validate improvements
Prioritize opportunities
Design improvements to processes
Design improvements to tools
Design improvements to content
Generate data-informed recommendations
Translate strategic goals
Track progress to delivery
Model high-quality work
Coach peers on troubleshooting
Coach peers on workflow
Coach peers on communication
Design quality checks
Maintain quality checks
Design peer review norms
Maintain peer review norms
Design team documentation
Maintain team documentation
Uphold quality standards
Serve as subject matter expert
Contribute to culture
Ensure mission and business goals stay in balance
How You'll Work.
Team & Collaboration
Partner with Product; Partner with Engineering; Partner with Trust; Partner with external vendors; Partner with internal stakeholders; Collaborate with peers
Communication Scope
Written communication
Process & Methodology
Project leadership, Milestone tracking, Progress tracking
Full Job Description
Kickstarter is the leading crowdfunding platform for creative projects across film, games, music, art, design, and technology. Since our founding in 2009, our mission to help bring creative projects to life has been powered by the people behind the work. Together, we’ve helped creators around the world launch creative projects that have generated billions of dollars in pledges. That same commitment extends inward. Rooted in shared values, Kickstarter invests in the growth and success of our team, treating employees as whole people and empowering them with the autonomy and space to participate in decisions that shape their work and our company. The Lead, Community Support, is a senior individual contributor on our Community Support (CS) team reporting to the Senior Manager, Community Support. You are a recognized expert on our platform, policies, and tooling. You will own and drive the high-impact initiatives that move our team forward — leading projects within CS, partnering cross-functionally, and managing relationships with external vendors. You’ll own the ongoing improvement of the core tools our team relies on, ensuring they evolve to meet the needs of our teammates and our community. You’ll also stay close to the realities of our users by working a meaningful portion of tickets each week — keeping your judgment sharp and grounding every improvement in real user problems. While this role does not directly manage people, you will set the bar for execution and lead by example, raising the performance of those around you through expertise, coaching, and influence. Our Community Support team includes members working in the US, UK and in Singapore, so this role will require a schedule that accommodates a significant overlap with all of these regions weekly. There is some flexibility in how this schedule will look when finalized depending on availability, but sample schedules are included below for clarity: US-based Lead* Option 1: Mon/Tues 5am - 1pm EST, Weds/Thurs 9
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