We are looking for a Customer Support Operations Lead to define how high-touch support operates 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.
Requirements: 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
This position is open to all candidates.