Customer Support Team Lead

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Instrumentl

Site WebLinkedInTous les Emplois

11 - 50 employés

Fondée en 2016

🤝 À but non lucratif

⚡ Productivité

☁️ SaaS

💰 Seed Round en 2017-07

Non-profit • Productivity • SaaS

Instrumentl est une plateforme complète de gestion de subventions qui simplifie le processus pour les organisations à but non lucratif, les consultants en subventions et les universités afin de découvrir, postuler et gérer des subventions. Elle offre une vaste base de données de plus de 400 000 bailleurs de fonds et plus de 20 000 subventions sélectionnées pour aider les utilisateurs à trouver rapidement les opportunités de financement les mieux adaptées. Instrumentl améliore également la rédaction de subventions avec la technologie de l'IA, automatise les délais, gère les tâches et propose des outils pour la collaboration et la gestion de documents. Fiable pour plus de 4 000 organisations à but non lucratif, Instrumentl a facilité plus d'un milliard de dollars de subventions actives, soutenant une gamme de missions critiques.

Description

• 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.

🎯 Exigences

• 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.

🏖️ Avantages

• 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