Customer Support Team Lead

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🕒 May 28

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Instrumentl

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2016

🤝 Non-profit

⚡ Productivity

☁️ SaaS

💰 Seed Round on 2017-07

Non-profit • Productivity • SaaS

Instrumentl is a comprehensive grant management platform that streamlines the process for nonprofits, grant consultants, and universities to discover, apply for, and manage grants. It offers a vast database of over 400,000 funders and more than 20,000 curated grants to help users find the best-fit funding opportunities quickly. Instrumentl also enhances grant writing with AI technology, automates deadlines, manages tasks, and provides tools for collaboration and document management. Trusted by over 4,000 nonprofits, Instrumentl has facilitated more than $1 billion in active grants, supporting a range of critical missions.

📋 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.

🎯 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. 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.

🏖️ 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