Customer Support & Operations Team Lead

We're hiring a Customer Support & Operations Team Lead to own the systems and workflows behind a fast, accurate, and genuinely delightful support experience for nonprofits and grant writers on Instrumentl.

Requirements

• 4+ years in customer support, support operations, or CX, ideally in SaaS, including time owning quality, not just answering tickets.
• Prior people management experience.
• AI-native instincts.
• A track record of building or improving support systems (routing, escalation, QA, reporting, or self-serve).
• Excellent customer judgment and writing.
• Player-coach energy.
• Comfort with ambiguity.

Benefits

• 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