Lead, Community Support (Crowdfunding)

TL;DR

Lead, Community Support (Crowdfunding): Driving high-impact initiatives and optimizing support tooling for a global crowdfunding platform with an accent on cross-functional project management and vendor relations. Focus on improving team efficiency, analyzing support data to identify root causes, and maintaining high-quality standards through direct ticket work and peer coaching.

Location: Must be based in the UK or specific US states (CA, CO, CT, GA, IL, MA, MD, NC, NJ, NY, OR, SC, VA, VT, WA). The role requires a schedule with significant overlap with US, UK, and Singapore time zones.

Salary: $117,014 USD (US-based)

Company

hirify.global is a leading crowdfunding platform dedicated to bringing creative projects to life through a community-focused approach.

What you will do

• Lead high-impact CS projects from problem identification through to measurable outcomes.
• Own the improvement of core support tooling, including Intercom and AI-driven systems.
• Manage relationships with external vendors and outsourced partners to ensure performance standards.
• Triage and work a regular cadence of support tickets to stay grounded in user reality.
• Use data and operational metrics to identify root causes and design process improvements.
• Coach peers and set the bar for execution on complex, sensitive cases.

Requirements

• 8+ years of experience in community, customer, or user support.
• Must be based in the UK or specific US states (CA, CO, CT, GA, IL, MA, MD, NC, NJ, NY, OR, SC, VA, VT, WA).
• Proven track record of leading complex, cross-functional projects end-to-end.
• Hands-on experience managing or improving customer support tooling like Intercom or Zendesk.
• Strong analytical skills with the ability to translate data into actionable improvements.
• Ability to work a schedule that accommodates overlap with US, UK, and Singapore time zones.

Culture & Benefits

• Fully remote workforce with a 4-day workweek model.
• 100% employer-paid health plan offerings.
• Generous time off including 16 vacation days, 10 sick days, and a winter break.
• Annual stipends: $3,000 for remote working/wellness and $500 for role development.
• 16 weeks of parental leave and family planning resources.
• 25 volunteer hours per year to support community initiatives.