Support & Operations Team Lead — AI-Driven, Scalable CX

Instrumentl Inc.; United States; On-site; USD 95,000 - 115,000; Full time

Benefits offered by this job

Health insurance

PTO

401(k)

Home workstation stipend

Equity

Job summary

Instrumentl Inc. is seeking a Customer Support & Operations Team Lead to own the systems behind a fast, accurate, and delightful support experience for nonprofits and grant writers using Instrumentl.

This hands-on player-coach role will manage one full-time support IC plus contractors, shape Fin/AI workflows, and decide where automation or human judgment belongs, evolving into a broader leadership position as the company scales.

Qualifications

• 4+ years in customer support, support operations, or CX, ideally in SaaS.
• Prior people management experience and coaching ability.
• AI-native instincts; using AI in daily workflows and evaluating its impact.
• A track record of building or improving support systems (routing, QA, reporting, or self-serve).
• Excellent customer judgment and writing; can simplify complex issues.
• Player-coach energy; willing to jump in the queue and help with tickets.
• Comfort with ambiguity in a fast-moving, Slack-first environment.

Responsibilities

• Handle tickets, billing questions, bug reports, and product education; be in the queue.
• Set response quality standards and enforce them for humans and AI.
• Improve first-response and resolution times while preserving CSAT.
• Build lightweight QA loops to measure and improve quality.
• Own Fin/AI support performance: training, monitoring, and workflow tuning.
• Identify repetitive tickets for AI or self-serve fixes and ship the solution.
• Create human-in-the-loop workflows to route more to AI and escalate cleanly.
• Use customer conversations to surface gaps in documentation, AI, UX, and product.

Skills

Customer support

People management

AI in support

Support systems

Customer communication

Player-coach leadership

Ambiguity tolerance

Tools

Intercom

Fin (AI/fin)

Zendesk

Help Scout

Ada

Forethought

Gorgias

Job description

Instrumentl Inc. is seeking a Customer Support & Operations Team Lead to own the systems behind a fast, accurate, and delightful support experience for nonprofits and grant writers using Instrumentl.

This hands-on player-coach role will manage one full-time support IC plus contractors, shape Fin/AI workflows, and decide where automation or human judgment belongs, evolving into a broader leadership position as the company scales.