Customer Support Operations Lead - OurRitual

3–4 years of experience in customer support, customer success, or support operations at a fast-growing startup Experience in building systems: knowledge management, training programs, QA frameworks, hiring pipelines, rather than only running ones someone else designed Comfortable owning AI tooling for a support team: prompt/template design, evaluating what the AI gets right or wrong, and iterating Strong written communication; you'll be writing help center content, training materials, and templates that represent how we talk to members A genuine people person: empathetic, sensitive to nuance, and comfortable coaching others with care Some hiring or interviewing experience Comfortable with ambiguity and full ownership; this role is being defined as you build it, with room to grow into more scope as you prove it out Mother tongue level English

Build and own our support QA process: ticket review, scoring, structured feedback, and ongoing coaching that helps agents visibly grow Design onboarding and ongoing training for our support team, giving agents the tools to help members in the best way possible and keeping everyone up to speed with every product change we ship Turn recurring ticket patterns into process improvements and product recommendations to reduce ticket volume, so agents only get involved where it's truly needed Own knowledge management across member, Expert, and internal resources: find efficient ways to keep it accurate, and build the automations that make it effortless to maintain Build the foundation of our AI tools and processes: the infrastructure that helps us work more efficiently and keep the same level of care as we scale Shape how we use our support platform day to day, building the workflows, tagging, and routing that make sure every member gets an accurate, empathetic answer, fast Design and own our hiring process end to end, so we consistently bring in the right people for the team Partner on evaluating team fit and coaching, helping every agent grow into the role we need them to play Own escalation handling, including refund cases, with an eye for when care and sensitivity matter most Track and report on support metrics (first response time, resolution time, CSAT, escalation volume) against clear targets, and flag what needs attention 3–4 years of experience in customer support, customer success, or support operations at a fast-growing startup Experience in building systems: knowledge management, training programs, QA frameworks, hiring pipelines, rather than only running ones someone else designed Comfortable owning AI tooling for a support team: prompt/template design, evaluating what the AI gets right or wrong, and iterating Strong written communication; you'll be writing help center content, training materials, and templates that represent how we talk to members A genuine people person: empathetic, sensitive to nuance, and comfortable coaching others with care Some hiring or interviewing experience Comfortable with ambiguity and full ownership; this role is being defined as you build it, with room to grow into more scope as you prove it out Mother tongue level English Experience with Front or a similar ticketing platform Exposure to two-sided marketplace or B2C subscription support (we serve both members and the relationship Experts on our platform) Familiarity with AI-assisted support tools (copilot/writing-assistant tools, AI-driven QA or escalation flagging)

3–4 years of experience in customer support, customer success, or support operations at a fast-growing startup Experience in building systems: knowledge management, training programs, QA frameworks, hiring pipelines, rather than only running ones someone else designed Comfortable owning AI tooling for a support team: prompt/template design, evaluating what the AI gets right or wrong, and iterating Strong written communication; you'll be writing help center content, training materials, and templates that represent how we talk to members A genuine people person: empathetic, sensitive to nuance, and comfortable coaching others with care Some hiring or interviewing experience Comfortable with ambiguity and full ownership; this role is being defined as you build it, with room to grow into more scope as you prove it out Mother tongue level English