Customer Support Operations Lead

Embedded Shishya; United States; Hybrid; USD 110,000 - 160,000; Full time

Job summary

OurRitual is seeking a Customer Support Operations Lead to shape high-touch support systems as we scale. You will build QA processes, onboarding, and knowledge management, and own AI tooling strategies to balance automation with human care.

You will collaborate with support leadership, product, and dev teams to implement new flows, automations, and AI infrastructure, while defining the support platform's day-to-day workflows and metrics.

Qualifications

• 3–4 years of experience in customer support, customer success, or support operations at a fast-growing startup.
• Experience in building systems: knowledge management, training programs, QA frameworks, hiring pipelines, rather than only running ones someone else designed.
• Comfortable owning AI tooling for a support team: prompt/template design, evaluating what the AI gets right or wrong, and iterating.
• Strong written communication; you'll be writing help center content, training materials, and templates that represent how we talk to members.
• A genuine people person: empathetic, sensitive to nuance, and comfortable coaching others with care.
• Some hiring or interviewing experience
• Comfortable with ambiguity and full ownership; this role is being defined as you build it, with room to grow into more scope as you prove it out
• Mother tongue level English

Responsibilities

• Quality & Training: Build and own our support QA process: ticket review, scoring, structured feedback, and ongoing coaching that helps agents visibly grow
• Quality & Training: Design onboarding and ongoing training for our support team, giving agents tools to help members in the best way and stay aligned with product changes
• Quality & Training: Turn recurring ticket patterns into process improvements and product recommendations to reduce ticket volume
• Knowledge & AI Infrastructure: Own knowledge management across member, Expert, and internal resources; keep it accurate and build automations
• Knowledge & AI Infrastructure: Build the foundation of our AI tools and processes to help us scale
• Knowledge & AI Infrastructure: Shape how we use our support platform day to day with workflows, tagging, and routing
• Hiring & Team Building: Design and own our hiring process end to end
• Hiring & Team Building: Partner on evaluating team fit and coaching, helping agents grow
• Escalations & Member Care: Own escalation handling, including refund cases, with sensitivity
• Escalations & Member Care: Track and report on support metrics (first response time, resolution time, CSAT, escalation volume) against targets

Skills

Customer support

Support operations

AI tooling

Knowledge management

Training programs

QA frameworks

Hiring pipelines

Strong writing

Empathy

English fluency

Tools

Front

Job description

About OurRitual

OurRitual is a fast-growing relationship support platform helping couples and individuals build better communication, connection, and everyday habits together. Our hybrid model pairs members with a real relationship Expert alongside in-app pathways, exercises, and AI support, so growth continues between sessions, not just during them. We're a tech-first company reimagining what ongoing relationship care looks like, and support is a real part of that experience, not an afterthought: it's often where a member's trust in us is won or lost.

About the Role

We are looking for a Customer Support Operations Lead to define how high-touch support operates at OurRitual as we expand. This role sits at a unique intersection: one side involves shaping our support people operations through structured training, QA frameworks, and actionable feedback loops, while the other centers on constructing the AI tooling and systems infrastructure to power it. Both pillars must scale side-by-side as our organization expands, creating a distinct blend of human touch and technical building that sets this position apart.

This is a builder's role, not a people management one. You won't manage agents day to day, but the systems, training, and technology you build will shape how the whole team works, and how members experience us in some of their most sensitive moments. You'll partner closely with support leadership on hiring, coaching, and escalations, and with product and dev on new flows, automations, and AI infrastructure. You'll also take part in shaping our AI and support strategy: helping decide what moves to AI and what still needs a human touch, and owning our sources of truth so they stay accurate and current, using smart, efficient ways to keep them that way.

If you're excited by combining hands-on human coaching and training with hands-on AI and systems building, and you want a role with real ownership and cross-team reach, this is that role.

What You’ll Do

Quality & Training

• Build and own our support QA process: ticket review, scoring, structured feedback, and ongoing coaching that helps agents visibly grow
• Design onboarding and ongoing training for our support team, giving agents the tools to help members in the best way possible and keeping everyone up to speed with every product change we ship
• Turn recurring ticket patterns into process improvements and product recommendations to reduce ticket volume, so agents only get involved where it's truly needed

Knowledge & AI Infrastructure

• Own knowledge management across member, Expert, and internal resources: find efficient ways to keep it accurate, and build the automations that make it effortless to maintain
• Build the foundation of our AI tools and processes: the infrastructure that helps us work more efficiently and keep the same level of care as we scale
• Shape how we use our support platform day to day, building the workflows, tagging, and routing that make sure every member gets an accurate, empathetic answer, fast

Hiring & Team Building

• Design and own our hiring process end to end, so we consistently bring in the right people for the team
• Partner on evaluating team fit and coaching, helping every agent grow into the role we need them to play

Escalations & Member Care

• Own escalation handling, including refund cases, with an eye for when care and sensitivity matter most
• Track and report on support metrics (first response time, resolution time, CSAT, escalation volume) against clear targets, and flag what needs attention

What We’re Looking For

• 3–4 years of experience in customer support, customer success, or support operations at a fast-growing startup
• Experience in building systems: knowledge management, training programs, QA frameworks, hiring pipelines, rather than only running ones someone else designed
• Comfortable owning AI tooling for a support team: prompt/template design, evaluating what the AI gets right or wrong, and iterating
• Strong written communication; you'll be writing help center content, training materials, and templates that represent how we talk to members
• A genuine people person: empathetic, sensitive to nuance, and comfortable coaching others with care
• Some hiring or interviewing experience
• Comfortable with ambiguity and full ownership; this role is being defined as you build it, with room to grow into more scope as you prove it out
• Mother tongue level English

Nice to Have

• Experience with Front or a similar ticketing platform
• Exposure to two-sided marketplace or B2C subscription support (we serve both members and the relationship Experts on our platform)
• Familiarity with AI-assisted support tools (copilot/writing-assistant tools, AI-driven QA or escalation flagging)