AI-Driven Support & Operations Team Lead

Instrumentl; United States; Remote; USD 95,000 - 115,000; Full time

Benefits offered by this job

100% covered health, dental, and vision insurance

Generous PTO, including parental leave

401(k)

Company laptop and home workstation stipend

Job summary

Instrumentl is seeking a Customer Support & Operations Team Lead to enhance our support experience for nonprofits. In this hands-on player-coach role, you'll lead a team while managing customer inquiries directly. Your responsibilities include improving ticket response times, leveraging AI for better efficiency, and collaborating cross-functionally.

We offer a competitive salary of $95,000 – $115,000 and benefits like health insurance, generous PTO, and a chance to work with mission-driven organizations. Ready to make a real impact?

Qualifications

• 4+ years in customer support or customer experience, ideally in SaaS.
• Previous people management experience.
• Experience in building or improving support systems.
• Ability to handle customer issues with excellent writing.

Responsibilities

• Manage customer tickets and set response quality standards.
• Improve operational workflows and build reporting.
• Develop team performance expectations and coaching.
• Collaborate with various departments for issue resolution.

Skills

Customer judgment

Team management

AI knowledge

Support system development

Tools

Intercom

Fin

Job description

Instrumentl is seeking a Customer Support & Operations Team Lead to enhance our support experience for nonprofits. In this hands-on player-coach role, you'll lead a team while managing customer inquiries directly. Your responsibilities include improving ticket response times, leveraging AI for better efficiency, and collaborating cross-functionally.

We offer a competitive salary of $95,000 – $115,000 and benefits like health insurance, generous PTO, and a chance to work with mission-driven organizations. Ready to make a real impact?