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Customer Support Operations Lead
HybridFull-timeCustomer SupportWellness and Fitness Services
Build and scale customer support operations for a relationship-support platform. This hands-on role combines quality assurance, training, knowledge management, AI tooling, support workflows, hiring processes, and sensitive member care. It is an individual-contributor builder role without day-to-day,
Responsibilities
- Build and own support quality assurance through ticket reviews, scoring, structured feedback, and coaching.
- Design onboarding and ongoing training for support agents and keep materials aligned with product changes.
- Analyze recurring ticket patterns and recommend process or product improvements.
- Own knowledge management for member, Expert, and internal resources, including accuracy and maintenance automation.
- Build AI tooling and operational infrastructure that improves support efficiency while preserving appropriate human care.
- Develop support-platform workflows, tagging, and routing to deliver accurate and empathetic responses quickly.
- Design and own the end-to-end support hiring process and partner on candidate evaluation and coaching.
- Handle escalations, including refund cases, with appropriate sensitivity.
- Track first-response time, resolution time, CSAT, and escalation volume against targets and identify issues requiring attention.
Requirements
- 3–4 years of experience in customer support, customer success, or support operations at a fast-growing startup.
- Demonstrated experience building knowledge management systems, training programs, quality assurance frameworks, or hiring pipelines.
- Experience owning or developing AI tooling for support, including prompt or template design, evaluating outputs, and iterative improvement.
- Strong written communication skills for help-center content, training materials, and member-facing templates.
- Empathy, sensitivity to nuance, and confidence coaching others with care.
- Some hiring or interviewing experience.
- Comfort with ambiguity, broad ownership, and building a developing function.
- Mother-tongue-level English.
Nice to have
- Experience with Front or a similar ticketing platform.
- Exposure to two-sided marketplaces or B2C subscription support.
- Familiarity with AI-assisted support tools, including copilots, writing assistants, AI-driven quality assurance, or escalation flagging.