Customer Support Team Lead

Instrumentl

Customer Support & Operations Team Lead at Instrumentl improving nonprofit support experiences. Managing team performance and enhancing AI support workflows for customer satisfaction.

Posted 5/28/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $95,000 - $115,000 per yearWebsite

About the role

Key responsibilities & impact

Own the customer experience
Handle customer tickets, escalations, billing questions, bug reports, and product education. You’re in the queue, not above it.
Set the standards for response quality, tone, accuracy, and escalation, then hold the team (humans and AI) to them.
Improve first-response and resolution times for our highest-priority ticket types while maintaining or improving CSAT.
Build lightweight QA loops so quality is something we measure, not something we hope for.
Scale support through AI and self-serve
Own day-to-day Fin/AI support performance: training, monitoring, reviewing answers, and tightening workflows.
Spot repetitive ticket categories that should be solved by AI, macros, better help-center content, or product education, and ship the fix.
Build human-in-the-loop workflows so AI resolves more, and routes the rest to a human cleanly.
Use customer conversations as a feedback loop: surface documentation gaps, AI gaps, UX issues, and product confusion.
Build the support operating system
Own queue management, routing, escalation paths, SLAs, and coverage planning, including the awkward stuff like company off-sites and holidays.
Sharpen billing, cancellation, and refund workflows in partnership with Finance and CS.
Oversee operational data workflows, including our spreadsheet-import process and the contractors who power it.
Create internal playbooks and documentation so support doesn’t live in tribal knowledge.
Build reporting that helps leadership see ticket volume, customer pain, team performance, and scaling risk.

Requirements

What you’ll need

4+ years in customer support, support operations, or CX, ideally in SaaS, including time owning quality, not just answering tickets.
Prior people management experience. You’ve set expectations, given hard feedback, and coached someone into a better version of their work.
AI-native instincts. You already use AI in your day-to-day, have opinions about where it helps and where it hurts, and can own Fin/AI quality without being walked through it.
A track record of building or improving support systems (routing, escalation, QA, reporting, or self-serve). You’ve gone beyond managing a queue.
Excellent customer judgment and writing. You can translate billing chaos or a confusing bug into something a non-technical customer actually understands.
Player-coach energy. You’re happy to jump into the queue, update an article, review an AI answer, or debug a customer issue yourself.
Comfort with ambiguity. You can operate in a Slack-first, fast-moving environment where the process you need sometimes doesn’t exist yet.

Benefits

Comp & perks

100% covered health, dental, and vision insurance for employees; 50% for dependents
Generous PTO, including parental leave
401(k)
Company laptop and a stipend to set up your home workstation
The chance to work with awesome nonprofits across the US doing meaningful work

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer supportsupport operationsquality assuranceticket managementAI integrationreportingworkflow optimizationself-service supportdocumentation creationdata analysis

Soft Skills

people managementcoachingcustomer judgmentcommunicationproblem-solvingadaptabilityteam leadershipfeedback deliverycollaborationambiguity tolerance