Customer Support Lead

Title: Customer Success & Support Lead

Location: Boston, MA 02163

Duration: 09 Months

Note: Schedule: 40 hours per week (hybrid) Support Manager to lead day-to-day support operations, drive process improvements, and provide leadership to a growing team. The ideal candidate will be responsible for ensuring excellent service delivery, optimizing support workflows, and fostering a collaborative, customer-focused environment. This role will work closely with cross-functional partners to implement operational improvements and support business objectives.

Top 3 Skills:

Clear Communication - Ability to effectively communicate with users, team members, vendors, and leadership while managing expectations and resolving issues. Process Development and Improvement - Experience identifying inefficiencies, implementing workflow enhancements, and driving operational excellence. Team Leadership and Coaching

• Demonstrated ability to mentor, develop, and support team members through feedback, delegation, and performance management.

The role

You will run Foundry's customer success and support operation day to day — for individual founders (B2C) and partner institutions running cohorts (B2B). This is a hands-on, individual-contributor role: you personally answer users, resolve issues, and keep partners looked after, working under the direction of Foundry's product and technology lead. It's also a deeply cross-disciplinary role. A founder's question might touch programming (sessions, schedules, recordings), business development (partner commitments, enrollment), product (a confusing flow), or platform and technology (accounts, access, bugs). Your job is to be the connective tissue: keep one organized customer success system and process across all of these functions, so that every issue reaches the right owner, gets resolved, and comes back to the user closed — no matter how many teams it crossed on the way. You'll work alongside the team and our AI agents — much of our support workflow is AI-assisted, and you'll direct, review, and quality-control that work rather than doing everything by hand.

What you'll do

Support operations (B2C)

• Manage the support inbox and ticket queue daily: triage, prioritize, resolve or route to the right owner, verify the fix, and close the loop with the user.
• Answer founders with clear, kind, professional communication — including when they're stressed, confused, or frustrated.
• Work with our AI agents on triage, drafting, and follow-up: direct them, review their output, and own the final quality of everything that reaches a user.
• Keep the reply to templates and participant FAQ current as questions evolve.

Partner success (B2B)

• Be the named, reachable contact for partner cohorts: run check-in cadences, deliver cohort updates, and handle escalations promptly.
• Coordinate cohort onboarding internally (accounts, enrollment, access, schedules) so launches are smooth for the partner.
• Flag partner risks and opportunities early to Foundry leadership. Cross-functional coordination
• Keep one organized customer success system across programming, business development, product, platform, and technology — shared process, clear handoffs, visible status on every open issue.
• Chase cross-team issues to resolution: you own the user's outcome even when the fix belongs to another function.
• Surface the patterns behind tickets — recurring problems, confusing flows, gaps — as well-formed reports the product and programming teams can act on.
• Work closely with other teams to improve our support and success process

Required

• Experience running a support system on a ticketing system such as Zendesk, Freshdesk, or JSM) within a defined support process — SLAs, triage, escalation, closing the loop.
• Professionalism and outstanding written communication: clear, kind, caring — with founders, senior partner stakeholders, and teammates alike.
• Comfort with technology, including AI systems as a working tool — you use them daily, direct them confidently, and know when to trust or override their output.
• Ability to coordinate across many functions without authority — following up, keeping threads organized, and getting to resolution through clarity and persistence.
• Reliability and follow-through: nothing falls through the cracks on your watch.
• Sound judgment on prioritization and escalation; calm under a full queue.

Nice to have

• Experience supporting founders, students, or program participants (edtech, accelerators, executive education, higher ed).
• Experience as a client- or partner-facing point of contact for institutional customers.
• Familiarity with cohort-based programs (enrollment cycles, reporting, program ops).
• Experience tracking and reporting operational metrics (volume, response time, resolution rate).