Customer Support, Operations Lead – AI-First
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Job Description
Customer Support & Operations Lead making support fast and scalable for outdoor hospitality marketplace. Leading a team and improving workflows using AI in a fully remote role.
Responsibilities:
- Lead and coach a 5-person support team
- Build workflows for triage, escalation, and resolution
- Create playbooks for high-stakes issues
- Use AI to automate repetitive work
- Identify recurring issues and fix root causes
- Ship weekly improvements (process, automation, documentation)
- Share clear updates on what’s working, what’s breaking, and what needs fixing
Requirements:
- 3–6+ years in customer support, operations, or similar roles
- Experience leading or mentoring support teams
- Strong written English and customer communication skills
- Experience working in startups or software environments
- A systems mindset — you think in processes, not just tickets
- Comfort using AI tools to improve workflows and efficiency
- Strong organization and follow-through
- Ability to stay calm and make decisions under pressure
Benefits:
- 20 days PTO + U.S. holidays
- Competitive USD compensation (based on experience)
- High ownership and visibility within a small team
- Opportunity to build and shape the support system from the ground up
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