Community Support Lead, Kickstarter
$117k
More information about location
Crowdfunding platform for creative projects
Job no longer available
Crowdfunding platform for creative projects
201-500 employees
Job no longer available
$117k
More information about location
201-500 employees
Company mission
To help bring creative projects to life.
Role
Who you are
- 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 the job involves
- 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
- 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
Our take
Kickstarter is a crowdfunding platform that is dedicated to the creative ecosystem, providing its community of painters, musicians, filmmakers, gamers, and all other creatives with a space to raise money for specific projects.
Kickstarter Campaigns operate on an “all-or-nothing” basis, meaning that if a campaign misses a deadline, they don’t get any of the money pledged to their project, however, creators are able to set deadlines and funding goals themselves in order to make the success of their campaign more manageable.
The company also launched a new feature in early 2023, called Drip, which enables creators to receive continued support from backers through subscription-based payments, ensuring sustainable funding for their projects.
By ensuring creatives retain 100% ownership of their work, the company simplifies the fundraising process by eliminating the need for long and complicated grant application processes, donors asking creators to make modifications, or last-minute edit requests from investors. Since its launch in 2009, 22M people around the globe have pledged over $7.2B to help fund projects such as the early version of Phoebe Waller-Bridge’s Fleabag.
Freddie
Company Specialist at Welcome to the Jungle
Insights
16% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Mar 2024
$100m
LATE VC
Mar 2011
$10m
EARLY VC
Total funding: $120m
Company benefits
- Continuous Learning: Curiosity is our compass. We welcome experimentation, failure, and the courage to try again. We invest in many kinds of trainings and workshops to make sure our team is always building new skills.
- Community: Join an Affinity Group like Black At Kickstarter, Parents, Azns, Queerstarter, or Gender Justice. Attend the many exciting social and cultural events available to Kickstarter employees. These include speaker series, product demos, concerts from teammates, pre-release film screenings, industry meetups, and more.
- Social Contribution: Every year Kickstarter donates five percent of our after-tax profit to organizations that fight systemic inequality and promote arts education. All full-time employees can nominate recipient organizations and apply to join the committee that ultimately directs our contributions.
- Stipends: We offer a yearly reimbursable stipend for Remote Working and Wellness.
- Fully Remote Work: Work flexibly. All full-time employees can live and work anywhere we are registered as an employer. See below for a list of current locations. We anticipate this list will continue to expand as we grow our distributed workforce.
- Benefits: Among other benefits, we offer a three percent safe harbor 401K contribution, world-class healthcare coverage, 16 annual paid vacation days, paid holidays, and 25 annual paid volunteer hours to all full-time employees.
Leadership
Everette Taylor
(CEO)Founder of ET Enterprises. Former CMO of Artsy and Skurt. They also previously worked as Head of Growth (Interim) at Microsoft China.
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