# Customer Support & Operations Team Lead at Instrumentl

- Company: Instrumentl (YC S16)
- What the company does: Instrumentl automates grant discovery and management for nonprofits. Backed by Y Combinator and 500 Global.
- Company website: https://www.instrumentl.com
- Type: Startups
- Level: Senior
- Location: Remote (US)
- Work setup: Remote
- Pay: $95K to $115K base salary per year (USD)
- Posted: 2026-06-09
- Apply by: 2026-10-08
- Apply: https://www.ycombinator.com/companies/instrumentl/jobs/Mfj7hiR-customer-support-operations-team-lead
- Page: https://www.1752.vc/careers/jobs/instrumentl-customer-support-and-operations-team-lead/

## About the role

We’re hiring a Customer Support & Operations Team Lead , reporting to our VP of Customer Success, to own the systems and workflows behind a fast, accurate, and genuinely delightful support experience for the nonprofits and grant writers who run on Instrumentl.

## What they're looking for

- Handle customer tickets, escalations, billing questions, bug reports, and product education. You’re in the queue, not above it
- Set the standards for response quality, tone, accuracy, and escalation, then hold the team (humans and AI) to them
- Improve first-response and resolution times for our highest-priority ticket types while maintaining or improving CSAT
- Build lightweight QA loops so quality is something we measure, not something we hope for
- 4+ years in customer support, support operations, or CX, ideally in SaaS, including time owning quality, not just answering tickets
- Prior people management experience. You’ve set expectations, given hard feedback, and coached someone into a better version of their work

Tags: Support