Lead, Community Support

Responsibilities

• Lead high-impact initiatives and projects within the CS team and across partner teams like Product, Engineering, and Marketing
• Own the ongoing improvement of core Support tooling including Intercom, Fin, and adjacent systems
• Manage relationships with existing vendors and outsourced partners to ensure accountability to standards and timelines
• Triage and work a regular cadence of support tickets to surface emerging issues and validate improvements
• Use data and trends to identify root causes and design measurable improvements to processes, tools, and content
• Translate strategic goals into concrete project plans, aligning stakeholders and tracking progress
• Coach peers on troubleshooting, workflow, and communication to raise the bar for execution
• Work with leadership to design and maintain quality checks and team documentation

Requirements

• 8+ years of related experience in community, customer, or user support
• Proven track record of leading complex, cross-functional projects end-to-end
• Hands-on experience owning or improving customer support tooling (e.g., Intercom, Zendesk, Fin, or AI/automation tools)
• Strong analytical skills using ticket data and operational metrics to prioritize work
• Experience working effectively with external vendors and partners
• Excellent written communication skills
• Collaborative, team-first mindset

Benefits

• 100% employer-paid health plan offerings
• 4-day workweek
• 16 paid vacation days, 10 sick days, and a company-wide winter break
• 16 weeks of parental leave plus fertility/family planning resources
• $3,000 annual Remote Working & Wellness Stipend
• $500 annual Role Development Stipend
• 25 volunteer hours each year

About the Company

Kickstarter is the leading crowdfunding platform for creative projects across film, games, music, art, design, and technology. Since 2009, our mission has been to help bring creative projects to life through the power of the people behind the work.