Customer Support Systems & AI Lead

Embedded Shishya; United States; On-site; 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

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.