{"schemaVersion":"jobsearcher.job.v1","id":"91a32a82e12f86bdabd31eaf","url":"https://jobsearcher.com/jobs/91a32a82e12f86bdabd31eaf","canonicalUrl":"https://jobsearcher.com/jobs/91a32a82e12f86bdabd31eaf","title":"Lead, Community Support","description":"Kickstarter is the leading crowdfunding platform for creative projects across film, games, music, art, design, and technology. Since our founding in 2009, our mission to help bring creative projects to life has been powered by the people behind the work.\nTogether, we’ve helped creators around the world launch creative projects that have generated billions of dollars in pledges. That same commitment extends inward. Rooted in shared values, Kickstarter invests in the growth and success of our team, treating employees as whole people and empowering them with the autonomy and space to participate in decisions that shape their work and our company.\nThe 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.\nOur 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:\nUS-based Lead*\nOption 1: Mon/Tues 5am - 1pm EST, Weds/Thurs 9am - 5pm EST\nOption 2: Mon - Thurs 6am - 2pm EST\nEastern 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\nUK-based Lead: Mon - Thurs 9am - 5pm GMT\nThe salary for this role in the United States is $117,014 USD.\nIn This Role, You Will:\nLead 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.\nOwn 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.\nManage relationships with existing vendors and outsourced partners as it relates to your owned initiatives, holding them accountable to our standards and timelines.\nStay 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.\nUse 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.\nTranslate strategic goals into concrete CS and cross-functional project plans; align stakeholders, set milestones, and track progress to delivery.\nRaise 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.\nWork 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.\nServe as a subject matter expert for partner teams on CS workflows, tooling capabilities, and the user impact of cross-functional decisions.\nContribute to a community-first culture, ensuring that mission and business goals stay in balance in every initiative you lead.\nAbout You\n8+ years of related experience in community, customer, or user support with deep expertise across the full range of CS functions.\nDemonstrated track record of leading complex, cross-functional projects end-to-end and delivering measurable improvements to team performance or user experience.\nHands-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).\nStrong analytical skills: demonstrated familiarity with using ticket data, quality signals, and operational metrics to identify root causes and prioritize work.\nSubject matter expertise across all key CS functions: credibility to coach peers and the willingness to stay close to ticket work.\nExperience working effectively with external vendors and partners, including holding them accountable to shared standards.\nExcellent written communication and a positive, solutions-oriented approach to even the most difficult user issues.\nA collaborative, team-first mindset: you raise the bar for those around you through example, mentorship, and generous knowledge sharing rather than authority.\nWhat You'll Enjoy\nA fully remote workforce with plenty of opportunities to get to know your colleagues\n100% employer-paid health plan offerings\n16 paid vacation days, 10 sick days, and a company-wide winter break between Christmas and New Year’s\n25 volunteer hours each year to give back to your community\n16 weeks of parental leave plus fertility/family planning resources\nAnnual 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\nKickstarter 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\nIncredibly talented and inspiring colleagues who know how to blend their creative endeavors into their work\nYou can read more about our benefits and working at Kickstarter at our Jobs page: https://jobs.kickstarter.com/\nOur Fully Virtual Team\nWe’re currently able to support employees based in the following US locations: CA, CO, CT, GA, IL, MA, MD, NC, NJ, NY, OR, SC, VA, VT, and WA. We're also able to support employees in the United Kingdom. If you live in—or are willing to move to—any of these locations, we look forward to your application! If there is a required or preferred location for an open role, it will be listed in the job description.\nKickstarter is an equal opportunity employer. As part of our commitment to fight for equality, we work to ensure a fair and consistent interview process. We celebrate diversity, and we are committed to an inclusive work environment.\nReminder to applicants: Authentic communications from Kickstarter will always originate from official Kickstarter email domains (@kickstarter.com). Exercise caution and verify the legitimacy of anyone who claims to be representing Kickstarter on other platforms.\nPlease reach out to Kickstarter’s Help Center to report potentially fraudulent contact here: https://help.kickstarter.com/hc/en-us/requests/new","company":"Kickstartercom","rawCompany":"kickstartercom","city":"Remote","state":"OR","isRemote":false,"isActive":false,"createdAt":"2026-08-03T15:25:28.398Z","occupations":[{"code":"11-9151.00","title":"Social and Community Service Managers","slug":"social-and-community-service-managers"},{"code":"21-1099.00","title":"Community and Social Service Specialists, All Other","slug":"community-and-social-service-specialists-all-other"},{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"}],"industries":[{"code":"513210","title":"Software Publishers","slug":"software-publishers"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"813319","title":"Other Social Advocacy Organizations","slug":"other-social-advocacy-organizations"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Lead, Community Support","description":"Kickstarter is the leading crowdfunding platform for creative projects across film, games, music, art, design, and technology. Since our founding in 2009, our mission to help bring creative projects to life has been powered by the people behind the work.\nTogether, we’ve helped creators around the world launch creative projects that have generated billions of dollars in pledges. That same commitment extends inward. Rooted in shared values, Kickstarter invests in the growth and success of our team, treating employees as whole people and empowering them with the autonomy and space to participate in decisions that shape their work and our company.\nThe 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.\nOur 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:\nUS-based Lead*\nOption 1: Mon/Tues 5am - 1pm EST, Weds/Thurs 9am - 5pm EST\nOption 2: Mon - Thurs 6am - 2pm EST\nEastern 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\nUK-based Lead: Mon - Thurs 9am - 5pm GMT\nThe salary for this role in the United States is $117,014 USD.\nIn This Role, You Will:\nLead 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.\nOwn 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.\nManage relationships with existing vendors and outsourced partners as it relates to your owned initiatives, holding them accountable to our standards and timelines.\nStay 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.\nUse 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.\nTranslate strategic goals into concrete CS and cross-functional project plans; align stakeholders, set milestones, and track progress to delivery.\nRaise 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.\nWork 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.\nServe as a subject matter expert for partner teams on CS workflows, tooling capabilities, and the user impact of cross-functional decisions.\nContribute to a community-first culture, ensuring that mission and business goals stay in balance in every initiative you lead.\nAbout You\n8+ years of related experience in community, customer, or user support with deep expertise across the full range of CS functions.\nDemonstrated track record of leading complex, cross-functional projects end-to-end and delivering measurable improvements to team performance or user experience.\nHands-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).\nStrong analytical skills: demonstrated familiarity with using ticket data, quality signals, and operational metrics to identify root causes and prioritize work.\nSubject matter expertise across all key CS functions: credibility to coach peers and the willingness to stay close to ticket work.\nExperience working effectively with external vendors and partners, including holding them accountable to shared standards.\nExcellent written communication and a positive, solutions-oriented approach to even the most difficult user issues.\nA collaborative, team-first mindset: you raise the bar for those around you through example, mentorship, and generous knowledge sharing rather than authority.\nWhat You'll Enjoy\nA fully remote workforce with plenty of opportunities to get to know your colleagues\n100% employer-paid health plan offerings\n16 paid vacation days, 10 sick days, and a company-wide winter break between Christmas and New Year’s\n25 volunteer hours each year to give back to your community\n16 weeks of parental leave plus fertility/family planning resources\nAnnual 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\nKickstarter 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\nIncredibly talented and inspiring colleagues who know how to blend their creative endeavors into their work\nYou can read more about our benefits and working at Kickstarter at our Jobs page: https://jobs.kickstarter.com/\nOur Fully Virtual Team\nWe’re currently able to support employees based in the following US locations: CA, CO, CT, GA, IL, MA, MD, NC, NJ, NY, OR, SC, VA, VT, and WA. We're also able to support employees in the United Kingdom. If you live in—or are willing to move to—any of these locations, we look forward to your application! If there is a required or preferred location for an open role, it will be listed in the job description.\nKickstarter is an equal opportunity employer. As part of our commitment to fight for equality, we work to ensure a fair and consistent interview process. We celebrate diversity, and we are committed to an inclusive work environment.\nReminder to applicants: Authentic communications from Kickstarter will always originate from official Kickstarter email domains (@kickstarter.com). Exercise caution and verify the legitimacy of anyone who claims to be representing Kickstarter on other platforms.\nPlease reach out to Kickstarter’s Help Center to report potentially fraudulent contact here: https://help.kickstarter.com/hc/en-us/requests/new","datePosted":"2026-08-03T15:25:28.398Z","dateModified":"2026-08-03T15:25:28.398Z","hiringOrganization":{"@type":"Organization","name":"Kickstartercom","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Remote","addressRegion":"OR","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"91a32a82e12f86bdabd31eaf"},"url":"https://jobsearcher.com/jobs/91a32a82e12f86bdabd31eaf"}}