Lead, Community Support

In This Role, You Will:

• Lead high-impact initiatives and projects within the CS team, across partner teams (Product, Engineering, Trust & Safety, Brand, Outreach, Marketing), and with external vendors; driving each from problem identification through shipped, measurable outcome.
• Own the ongoing improvement of our core Support tooling including Intercom / Fin and adjacent systems, partnering with new vendors and internal stakeholders to evaluate features, lead implementation, and measure impact on team efficiency and community experience.
• Manage relationships with existing vendors and outsourced partners as it relates to your owned initiatives, holding them accountable to our standards and timelines.
• Stay grounded in the daily reality of our community by triaging and working a regular cadence of support tickets, using that direct exposure to surface emerging issues, validate improvements, and inform your project work.
• Use data and trends to identify root causes, prioritize high-leverage opportunities, and design measurable improvements to processes, tools, and content, ultimately generating data-informed recommendations for stakeholders on improving efficiency, quality, and community experience.