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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in building and managing support QA processes, knowledge management systems, and training programs while leveraging AI tools to enhance support operations. Strong focus on metrics tracking, team coaching, and process improvement in a fast-paced environment.
Highest-signal resume keywords
Support QA Process ManagementKnowledge Management SystemsAI Tooling for Support TeamsMetrics Tracking and ReportingTraining Program Development
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer SupportSupport OperationsQA FrameworksHiring PipelinesAI Performance EvaluationProcess ImprovementTicket ReviewAutomation BuildingWorkflow ConfigurationFeedback Structuring
Soft Skills
Strong Written CommunicationEmpathyCoachingComfort with AmbiguitySensitivity to Nuance
Tools & Technologies
FrontTicketing PlatformsAI-Assisted Support Tools
Industry Keywords
Customer SuccessB2C Subscription SupportTwo-Sided Marketplace
About the role
Key responsibilities & impact- Build and own the support QA process, including ticket review, scoring, structured feedback, and ongoing coaching
- Design onboarding and ongoing training for the support team
- Turn recurring ticket patterns into process improvements and product recommendations
- Own knowledge management across member, Expert, and internal resources
- Build automations to maintain accurate knowledge resources
- Build the foundation of AI tools and processes for support
- Configure support-platform workflows, tagging, and routing
- Design and own the hiring process end to end
- Partner on evaluating team fit and coaching agents
- Own escalation handling, including refund cases
- Track and report support metrics including first response time, resolution time, CSAT, and escalation volume
- Collaborate with support leadership, product, and development teams on hiring, coaching, escalations, flows, automations, and AI infrastructure
- Help shape the support and AI strategy, including deciding which work should be automated and which requires human support
Requirements
What you’ll need- 3–4 years of experience in customer support, customer success, or support operations at a fast-growing startup
- Experience building systems, including knowledge management, training programs, QA frameworks, and hiring pipelines
- Comfortable owning AI tooling for a support team, including prompt/template design, evaluating AI performance, and iterating
- Strong written communication
- Empathetic and sensitive to nuance; comfortable coaching others with care
- Some hiring or interviewing experience
- Comfortable with ambiguity and full ownership
- Mother tongue level English
- Nice to have: Experience with Front or a similar ticketing platform
- Nice to have: Exposure to two-sided marketplace or B2C subscription support
- Nice to have: Familiarity with AI-assisted support tools
Benefits
Comp & perks- No specific benefits or compensation extras stated