Instrumentl

Instrumentl is a profitable, hypergrowth, YC-backed SaaS platform building the operating system for grant-funded organizations. More than 5,500 nonprofits use Instrumentl to discover, track, and win grant funding. The platform has moved over $1 billion collectively.

About the role

We’re hiring a Customer Support & Operations Team Lead, reporting to our VP of Customer Success, to own the systems and workflows behind a fast, accurate, and genuinely delightful support experience for the nonprofits and grant writers who run on Instrumentl. This is a hands-on player-coach role. You’ll handle tickets, billing questions, bug reports, escalations, and help-center updates yourself, while raising the bar for the team that handles them alongside you. You’ll guide one full-time support IC and a small bench of contractors, sharpen our AI support workflows in Fin, and decide where automation, self-serve, and human judgment each belong. We’re past 5,500 customers and growing fast. Until now, support has run on one person plus contractors. You get to define what comes next: how we use AI, how we staff, what “world-class” looks like, and how we build a function that scales without scaling headcount linearly. As volume grows, this role is built to grow with it, from Team Lead into a Manager seat owning the broader support org. You’ll partner with Customer Success, Finance, Product, Engineering, and our Support Engineer to make sure customer issues get understood, escalated cleanly, and resolved systematically.

What you'll do:

• Own the customer experience: Handle customer tickets including escalations,

billing questions, bug reports, and product education.

• Set standards for response quality,

tone, accuracy, and escalation; hold team accountable.

• Improve first-response and resolution times for highest-priority ticket types while maintaining or improving CSAT.
• Build lightweight QA loops so quality is measured not hoped for.
• Scale support through AI/self-serve: Manage AI support performance; identify repetitive ticket categories for automation; build human-in-the-loop workflows; use feedback loops.
• Build support operating system: Manage queue routing/SLA/coverage planning; improve billing/refund workflows; oversee operational data workflows; create internal documentation; build reporting.
• Strengthen feedback loops with company: Partner on bug triage/prioritization; distinguish bugs from user confusion; surface recurring pain points to Product/Engineering/Finance; close customer follow-ups.
• Develop team: Manage one full-time IC plus contractors; set goals/expectations; coach judgment/empathy; improve onboarding/training; plan growth.

Required qualifications:

• 4+ years in customer support or CX in SaaS with quality ownership
• Prior people management experience with coaching skills
• AI-native instincts with ability to own AI/Fin quality
• Experience building or improving support systems (routing/escalation/QA/reporting/self-serve)
• Excellent customer judgment and writing skills
• Player-coach energy comfortable jumping into queue/debugging issues
• Comfort operating in ambiguous fast-moving environments

Nice-to-have qualifications:

• Experience with Intercom or Fin (Zendesk,

Help Scout, Ada, Forethought, Gorgias)

• 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 SaaS customers

• Remote startup experience

Compensation & benefits:

• $95K-$115K USD base plus equity (US-based candidates)
• 100% covered health/dental/vision insurance for employees;

50% for dependents

• Generous PTO including parental leave
• 401(k)
• Company laptop/home workstation stipend
• Opportunity to work with meaningful nonprofits across US