AI-Driven Support & Operations Team Lead

Medium; Oregon (WI); Hybrid; USD 95,000 - 115,000; Full time

Benefits offered by this job

100% health, dental, and vision insurance for employees

Generous PTO, including parental leave

401(k)

Company laptop and workspace stipend

Opportunity to work with nonprofits

Job summary

Medium is seeking a Customer Support & Operations Team Lead to enhance the support experience for nonprofits using Instrumentl. This role involves both management and hands-on support tasks, significantly impacting customer satisfaction and team performance.

The ideal candidate has over 4 years of customer support experience, strong management skills, and an understanding of AI tools. The position offers a salary range of $95,000 – $115,000 USD, with comprehensive benefits.

Qualifications

• 4+ years in customer support or support operations experience.
• Prior experience in managing a team and coaching individuals.
• Strong understanding of AI applications in customer service.
• Demonstrated ability to enhance support processes.

Responsibilities

• Manage customer tickets and ensure high-quality support.
• Train and develop the support team.
• Implement AI and self-serve solutions to enhance support.
• Build operational systems for support workflows.

Skills

Customer support experience

People management

AI utilization

Excellent communication

Problem-solving

Tools

Intercom

Fin

Job description

Medium is seeking a Customer Support & Operations Team Lead to enhance the support experience for nonprofits using Instrumentl. This role involves both management and hands-on support tasks, significantly impacting customer satisfaction and team performance.

The ideal candidate has over 4 years of customer support experience, strong management skills, and an understanding of AI tools. The position offers a salary range of $95,000 – $115,000 USD, with comprehensive benefits.