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OurRitual is a fast-growing relationship support platform pairing members with real relationship experts alongside in-app tools, exercises, and AI support. The company is reimagining ongoing relationship care with a tech-first approach.
You will define how high-touch customer support operates at OurRitual as it expands. This is a builder's role focused on systems, training, and technology infrastructure rather than day-to-day people management. You'll shape how the entire support team works and how members experience the company during sensitive moments.
Key responsibilities include:
**Quality & Training:** Build and own the support QA process including ticket review, scoring, and structured feedback. Design onboarding and ongoing training programs that keep agents equipped with tools and product knowledge. Convert recurring ticket patterns into process improvements and product recommendations to reduce unnecessary escalations.
**Knowledge & AI Infrastructure:** Own knowledge management across member, expert, and internal resources, building automations to maintain accuracy effortlessly. Establish the foundation of AI tools and processes that enable efficient scaling while maintaining care quality. Shape support platform workflows, tagging, and routing to ensure accurate, empathetic responses.
**Hiring & Team Building:** Design and own the hiring process end-to-end to consistently bring in the right people. Partner on team fit evaluation and coaching to help agents grow into their roles.
**Escalations & Member Care:** Own escalation handling including refund cases with sensitivity to when care matters most. Track and report on support metrics (first response time, resolution time, CSAT, escalation volume) against clear targets.
You'll partner closely with support leadership on hiring, coaching, and escalations, and with product and engineering on new flows, automations, and AI infrastructure. You'll help shape AI and support strategy, deciding what moves to AI versus what requires human touch.
**Requirements:**
- 3–4 years of experience in customer support, customer success, or support operations at a fast-growing startup
- Experience building systems (knowledge management, training programs, QA frameworks, hiring pipelines) rather than only running existing ones
- Comfortable owning AI tooling for support teams: prompt/template design, evaluating AI performance, and iterating
- Strong written communication skills for help center content, training materials, and member-facing templates
- Genuine people skills: empathetic, sensitive to nuance, comfortable coaching others with care
- Some hiring or interviewing experience
- Comfortable with ambiguity and full ownership; role is being defined as you build it
- Native-level English proficiency
**Nice to have:**
- Experience with Front or similar ticketing platforms
- Exposure to two-sided marketplace or B2C subscription support
- Familiarity with AI-assisted support tools (copilot/writing-assistant tools, AI-driven QA or escalation flagging)
