Live Ops & Support Lead
Live Ops & Support Lead
Location: Los Angeles, CA (On-site, Hybrid)
Team: Customer Support
About StudyFetch
StudyFetch is the AI-powered learning platform transforming how students study, retain information, and succeed. We’re growing fast with backing from top-tier investors and a mission that’s reshaping the future of education and ethical learning.
About the Role
We’re looking for a hands-on, operationally-minded Live Ops & Support Lead to drive the day-to-day delivery of customer support at StudyFetch. You’ll oversee a small team of support agents, respond directly to user issues when needed, and ensure we’re delivering fast, thoughtful support around the clock. This role goes beyond ticket management, you’ll build the systems, schedules, and workflows that power real-time operations.
Key Responsibilities
Manage day-to-day support ops, leading a team of 3-5 agents
Ensure rapid first response time (within 10 minutes) and resolution workflows within 24 hours
Use and refine tools like Intercom and Linear to manage requests, triage bugs, and close loops efficiently
Improve and finalize our recent Intercom implementation for ticketing, automation, and help center design
Build support scheduled and staffing plans to accommodate 24/7 coverage
Establish KPIs and reporting on support response, resolution time, and customer satisfaction
Create internal playbooks, macros, and workflows that make it easier for agents to deliver great service
Partner with product and engineering to flag bugs, surface insights, and close feedback loops
What We’re Looking For
3+ years in customer support or customer success, with at least 1+ years managing others
Experience working in a high-growth startup or fast-moving SaaS environment
Proficiency with Intercom and Linear (required)
Excellent written communication and judgement; able to act as the voice of the brand
Experience working with or managing international support teams and asynchronous workflows
Comfort working across time zones and flexibly adjusting when needed
Passion for building efficient systems and solving customer problems with care
What We Offer
115,000 - 135,000 Base Salary
100% employer paid Medical, Dental, and Vision Insurance
75% dependent coverage
Flexible hybrid work environment
An energetic and mission-driven team focused on transforming how students learn
If you're ready to revolutionize learning, join our team!
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