About the role:
- Own the systems and workflows behind a fast, accurate, and genuinely delightful support experience.
- Guide one full-time support IC and a small bench of contractors, sharpen our AI support workflows.
- Partner with Customer Success, Finance, Product, Engineering, and our Support Engineer.
What you'll do:
- Handle customer tickets, escalations, billing questions, bug reports, and product education.
- Set the standards for response quality, tone, accuracy, and escalation.
- Build lightweight QA loops so quality is something we measure, not something we hope for.
What we're looking for:
- 4+ years in customer support, support operations, or CX, ideally in SaaS.
- Prior people management experience and AI-native instincts.
- Excellent customer judgment and writing.
Instrumentl
Instrumentl is a profitable SaaS platform that helps nonprofits discover, track, and win grant funding. They are a hypergrowth, YC-backed company with over 5,500 customers and are committed to building something that matters.