Lead, Community Support
Core
Senior individual contributor leading high-impact initiatives, tooling improvements, and cross-functional projects for the Community Support team on a global crowdfunding platform.
Role type
Senior IC Community Support Lead
Builds
Support tooling (Intercom, Fin), cross-functional projects, and vendor partnerships
Domain
Crowdfunding / Creative Projects / Community Management
Deliverable
product features
Required skills
Cross-functional project leadership, support tooling ownership, vendor management, data-driven process improvement, subject matter expertise in community support, stakeholder alignment
Preferred skills
Coaching and mentorship, quality assurance design, knowledge sharing
Technologies
Intercom, Fin, Zendesk, AI/automation tooling, help desk systems, knowledge base systems
Responsibilities
Lead high-impact initiatives and projects across partner teams and external vendors; Own the ongoing improvement of core Support tooling; Manage relationships with existing vendors and outsourced partners; Triage and work a regular cadence of support tickets; Use data and trends to identify root causes and design measurable improvements; Translate strategic goals into concrete project plans; Raise the bar for execution and coach peers on troubleshooting and workflow; Design and maintain quality checks and team documentation; Serve as a subject matter expert for partner teams on CS workflows
Seniority
Senior, hands-on IC
