Support Operations & Knowledge Lead

This role owns the systems and content that power great customer support at Hallow — our Help Center, our internal knowledge base, and the automations that put both to work. You'll be the connective tissue between what customers experience, what our support team needs, and what the engineers are building — translating clearly in all directions and making sure issues and bugs get addressed efficiently.

Requirements

• 3+ years of experience in Knowledge Base Management, IT Support, Customer Operations, Customer Support, Customer Success, Project Management, or a related role
• Experience working closely with product or engineering teams is a strong plus
• Strong written communication skills, with the ability to translate technical or product concepts into clear, user-friendly language
• Technical comfort and ability to discuss a bug with an engineer, understand how integrations work at a conceptual level
• Familiarity with APIs, how systems integrate, or tools like Python/Claude Code is a definite plus
• Experience with tools such as Intercom, Slack, ClickUp, or Jira is also helpful

Benefits

• unlimited PTO
• insurance
• remote-flexible work
• fully paid parental leave
• 401(k) match
• stipends for spiritual development, health & wellness, home-office, and learning