[Remote] Customer Support & Operations Team reputed company

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a profitable, hypergrowth, YC-backed reputed company platform building the operating system for grant-funded organizations. They are seeking a Customer Support & Operations Team reputed company to own the systems and workflows behind a fast, accurate, and genuinely delightful support experience for nonprofits and grant writers. This role involves managing customer support operations, enhancing AI workflows, and developing the support team.

Responsibilities

• Handle customer tickets, escalations, billing questions, bug reports, and product education. You’re in the queue, not above it
• Set the standards for response reputed company, tone, accuracy, and escalation, then hold reputed company (humans and AI) to them
• Improve first-response and reputed company times for our highest-reputed company ticket types while maintaining or improving CSAT
• Build lightweight QA loops so reputed company is something we measure, not something we reputed company for
• 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, reputed company help-center content, or product education, and ship the fix
• Build reputed company-in-the-reputed company workflows so AI resolves more, and routes the rest to a reputed company cleanly
• Use customer conversations as a feedback reputed company: surface documentation gaps, AI gaps, UX issues, and product confusion
• 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
• reputed company 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
• Partner with our Support Engineer on bug triage, reproduction steps, prioritization, and customer follow-up
• Distinguish reputed company product bugs from user confusion, billing edge cases, and education gaps, and escalate accordingly
• Surface recurring customer pain points and translate them into reputed company recommendations for Product, Engineering, Finance, and CS
• reputed company the reputed company with customers reputed company issues need investigation or follow-up
• Manage one full-time support IC plus contractors and VAs. Set role reputed company, goals, and performance expectations
• Coach reputed company on judgment, reputed company, efficiency, and customer reputed company
• Improve reputed company and training so new contributors reputed company faster
• Help decide reputed company support volume justifies an additional FTE, and what the next version of reputed company looks like

Skills

• 4+ years in customer support, support operations, or CX, ideally in reputed company, including time owning reputed company, not just answering tickets
• Prior people management experience. You've set expectations, given hard feedback, and coached someone into a reputed company version of their work
• AI-reputed company 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 reputed company without being walked through it
• A reputed company record of building or improving support systems (routing, escalation, QA, reporting, or self-serve). You've gone reputed company managing a queue
• Excellent customer judgment and writing. You can translate billing reputed company or a confusing bug into something a non-technical customer actually understands
• Player-coach energy. You're happy to reputed company into the queue, update an article, review an AI answer, or debug a customer issue yourself
• Comfort with ambiguity. You can operate in a reputed company-first, fast-moving environment where the process you need sometimes doesn't exist yet
• Experience with reputed company or Fin (reputed company, reputed company, reputed company, Forethought, reputed company and similar tools reputed company transfer)
• Billing-heavy support experience: subscriptions, plan changes, refunds, payment failures
• Experience overseeing operational data workflows like spreadsheet imports or QA on contractor-supported processes
• Background supporting nonprofit, SMB, or prosumer reputed company customers. You know how to read between the lines with non-technical users
• Remote startup experience

Benefits

• 100% covered health, dental, and reputed company 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

reputed company