Lead, Community Support

Responsibilities

• Lead high-impact initiatives and projects within the CS team and across partner teams like Product, Engineering, and Marketing
• Own the ongoing improvement of core Support tooling including Intercom, Fin, and adjacent systems
• Manage relationships with existing vendors and outsourced partners to ensure accountability to standards and timelines
• Triage and work a regular cadence of support tickets to surface emerging issues and validate improvements
• Use data and trends to identify root causes and design measurable improvements to processes, tools, and content
• Translate strategic goals into concrete project plans, aligning stakeholders and tracking progress
• Coach peers on troubleshooting, workflow, and communication to raise the bar for execution
• Work with leadership to design and maintain quality checks and team documentation

Requirements

• 8+ years of ...