Customer Support & Operations Team Lead (SaaS)

TL;DR

Customer Support & Operations Team Lead (SaaS): Owning the systems and workflows behind the customer support experience for nonprofit organizations with an accent on AI support workflows and operational scaling. Focus on designing human-in-the-loop AI processes, optimizing billing and escalation paths, and coaching a distributed team of specialists.

Location: Remote (Must be based in the USA)

Salary: $95,000 – $115,000 USD base plus equity

Company

hirify.global is a YC-backed SaaS platform building the operating system for grant-funded nonprofit organizations.

What you will do

• Manage the end-to-end customer experience by handling tickets, escalations, and billing questions as a player-coach.
• Scale support through AI by owning the performance of Fin/AI workflows and building human-in-the-loop systems.
• Design the support operating system, including queue management, routing, SLAs, and internal playbooks.
• Collaborate with Product and Engineering to triage bugs and translate customer pain points into product recommendations.
• Lead and coach a team consisting of one full-time support IC and a group of contractors.

Requirements

• 4+ years of experience in customer support or support operations, ideally within SaaS.
• Proven people management experience, including setting goals and coaching team members.
• AI-native instincts with the ability to implement and optimize AI quality workflows independently.
• Track record of building support systems such as routing, escalation paths, and QA reporting.
• Excellent customer judgment and professional writing skills.
• Must be based in the USA.

Nice to have

• Experience with Intercom or Fin (or similar tools like Zendesk, Help Scout, or Ada).
• Background in billing-heavy support involving subscriptions and payment failures.
• Experience overseeing operational data workflows or spreadsheet import processes.
• Experience supporting nonprofits, SMBs, or prosumer SaaS customers.
• Remote startup experience.

Culture & Benefits

• 100% covered health, dental, and vision insurance for employees.
• Generous PTO and dedicated parental leave.
• 401(k) retirement plan.
• Company laptop and a stipend for home workstation setup.
• Opportunity to support meaningful work for nonprofits across the US.