Instrumentl
Customer Support & Operations Team Lead
Remote - USA · Vp · Contract
Sponsorship not specified$95k-$115kDetected 55 days ago
RESTCustomer SuccessCustomer SupportZendeskIntercomLeadership
About the role
- You'll handle tickets, billing questions, bug reports, escalations, and help-center updates yourself, while raising the bar for the team that handles them alongside you.
- We're past 5,500 customers and growing fast.
- Handle customer tickets, escalations, billing questions, bug reports, and product education.
Responsibilities
- Own the customer experience
- 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.
- Build human-in-the-loop workflows so AI resolves more, and routes the rest to a human cleanly.
- Build the support operating system
Requirements
- You can translate billing chaos or a confusing bug into something a non-technical customer actually understands.
- Comfort with ambiguity.
- You can operate in a Slack-first, fast-moving environment where the process you need sometimes doesn't exist yet.
Nice to have
- Experience with Intercom or Fin (Zendesk, Help Scout, Ada, Forethought, Gorgias and similar tools all transfer).
- Experience overseeing operational data workflows like spreadsheet imports or QA on contractor-supported processes.
- You know how to read between the lines with non-technical users.
- surface documentation gaps, AI gaps, UX issues, and product confusion.
- 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.
Compensation
- For US-based candidates, the target salary range is $95,000 - $115,000 USD base plus equity.
- Final compensation is determined based on experience, skillset, scope, interview performance, and geographic location.
Benefits
- 100% covered health, dental, and vision insurance for employees
- Generous PTO, including parental leave
- Company laptop and a stipend to set up your home workstation
- Compensation & Benefits
- For US-based candidates, the target salary range is $95,000 - $115,000 USD base plus equity.
Company info
- Strengthen feedback loops with the rest of the company
- Background supporting nonprofit, SMB, or prosumer SaaS customers.
Equal opportunity
- equal opportunity employer.
- If you need a reasonable accommodation during the application or interview process, please let us know.
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This listing is sourced directly from Instrumentl's careers page and normalized into a canonical job model.