Customer Support Team Lead

🕒 Maio 28

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $95.000 - $115.000 / ano

⏰ Tempo Integral

🟠 Sênior

💝 Suporte ao Cliente

👻 Score fantasma 30%

O que significa: quão provável esta vaga está aberta sem contratação ativa.Como ler: 60% ou mais significa que achamos que é uma vaga fantasma. Pontuações mais baixas preocupam menos.Como pontuamos: tempo em aberto, republicações, vagas abertas vs tamanho do time, rapidez para fechar vagas, e se o salário está divulgado.Observação: é uma estimativa de dados públicos, não um julgamento da empresa. Vagas reais podem ter pontuação alta, então use como uma dica, não como um fato.

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Instrumentl

SiteLinkedInTodas as Vagas

11 - 50 funcionários

Fundada em 2016

🤝 Sem Fins Lucrativos

⚡ Produtividade

☁️ SaaS

💰 Seed Round em 2017-07

Non-profit • Productivity • SaaS

A Instrumentl é uma plataforma abrangente de gerenciamento de subsídios que simplifica o processo para ONGs, consultores de subsídios e universidades descobrirem, se inscreverem e gerenciarem concessões. Oferece um vasto banco de dados com mais de 400. 000 financiadores e mais de 20. 000 subsídios selecionados para ajudar os usuários a encontrar rapidamente as melhores oportunidades de financiamento. A Instrumentl também aprimora a redação de subsídios com tecnologia de IA, automatiza prazos, gerencia tarefas e fornece ferramentas para colaboração e gestão de documentos. Confiada por mais de 4. 000 ONGs, a Instrumentl já facilitou mais de $ 1 bilhão em subsídios ativos, apoiando uma série de missões críticas.

Descrição

• 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.

🎯 Requisitos

• 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.

🏖️ Benefícios

• 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