Lead, Community Support

The Lead, Community Support, is a senior individual contributor on our Community Support (CS) team reporting to the Senior Manager, Community Support. You are a recognized expert on our platform, policies, and tooling. You will own and drive the high-impact initiatives that move our team forward — leading projects within CS, partnering cross-functionally, and managing relationships with external vendors. You’ll own the ongoing improvement of the core tools our team relies on, ensuring they evolve to meet the needs of our teammates and our community. You’ll also stay close to the realities of our users by working a meaningful portion of tickets each week — keeping your judgment sharp and grounding every improvement in real user problems. While this role does not directly manage people, you will set the bar for execution and lead by example, raising the performance of those around you through expertise, coaching, and influence.

Our Community Support team includes members working in the US, UK and in Singapore, so this role will require a schedule that accommodates a significant overlap with all of these regions weekly. There is some flexibility in how this schedule will look when finalized depending on availability, but sample schedules are included below for clarity:

US-based Lead*

Option 1: Mon/Tues 5am - 1pm EST, Weds/Thurs 9am - 5pm EST

Option 2: Mon - Thurs 6am - 2pm EST

*Eastern timezones preferred given wider overlap with UK/Singapore; each sample schedule above provides for 4hrs/week overlap with Singapore, and a range of overlap with UK/US timezones

UK-based Lead: Mon - Thurs 9am - 5pm GMT

The salary for this role in the United States is $117,014 USD.

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.
• Translate strategic goals into concrete CS and cross-functional project plans; align stakeholders, set milestones, and track progress to delivery.
• Raise the bar for execution across the team — model high-quality work on complex, ambiguous, or sensitive cases, and coach peers on troubleshooting, workflow, and communication to reduce complications and improve consistency.
• Work with Senior Manager and Senior Support Specialists to design and maintain quality checks, peer review norms, and team documentation that uphold our quality standards under volume and ambiguity.
• Serve as a subject matter expert for partner teams on CS workflows, tooling capabilities, and the user impact of cross-functional decisions.
• Contribute to a community-first culture, ensuring that mission and business goals stay in balance in every initiative you lead.

About You

• 8+ years of related experience in community, customer, or user support with deep expertise across the full range of CS functions.
• Demonstrated track record of leading complex, cross-functional projects end-to-end and delivering measurable improvements to team performance or user experience.
• Hands-on experience owning or substantially improving customer support tooling (e.g., Intercom, Zendesk, Fin or other AI/automation tooling, help desk and knowledge base systems).
• Strong analytical skills: demonstrated familiarity with using ticket data, quality signals, and operational metrics to identify root causes and prioritize work.
• Subject matter expertise across all key CS functions: credibility to coach peers and the willingness to stay close to ticket work.
• Experience working effectively with external vendors and partners, including holding them accountable to shared standards.
• Excellent written communication and a positive, solutions-oriented approach to even the most difficult user issues.
• A collaborative, team-first mindset: you raise the bar for those around you through example, mentorship, and generous knowledge sharing rather than authority.

What You'll Enjoy

• A fully remote workforce with plenty of opportunities to get to know your colleagues
• 100% employer-paid health plan offerings
• 16 paid vacation days, 10 sick days, and a company-wide winter break between Christmas and New Year’s
• 25 volunteer hours each year to give back to your community
• 16 weeks of parental leave plus fertility/family planning resources
• Annual stipends including a Remote Working & Wellness Stipend of $3,000 USD (prorated) each calendar year for expenses related to remote working, wellness, health, and fitness and a $500 Role Development Stipend
• Kickstarter currently operates with a 4-day workweek, a model that aligns with our belief in a healthy work-life balance and gives staff the space to be more than their work
  Incredibly talented and inspiring colleagues who know how to blend their creative endeavors into their work

You can read more about our benefits and working at Kickstarter at our Jobs page: https://jobs.kickstarter.com/