BackerKit

• Lead, coach, and develop a team of currently 9 reps across Customer Success and Support, fostering a high-performance culture where people grow and do their best work during regular office hours 9am-5pm PST • Work with the Director of Customer Experience to set team goals and priorities, tracking performance through metrics like NPS, response times, and health indicators to identify gaps, drive improvements, and report on progress regularly • Act as the first point of escalation for complex or sensitive customer situations, stepping in to resolve issues and coaching reps through difficult conversations • Identify gaps and opportunities in how the team operates, driving practical, hands-on improvements to workflows, processes, and tooling that scale as BackerKit grows — ensuring we continue delivering a great creator experience • Set clear expectations and hold team members accountable for their work, while ensuring they have the support and resources needed to succeed • Contribute to hiring and onboarding as the team grows, helping bring in the right people and set them up for success from day one • Represent the CS & Support team when collaborating with cross-functional partners across Product, Sales, and beyond

• Partner with our Director of Engineering and Staff Engineer to shape technical direction • Lead the evolution of frontend architecture (components, rendering strategies, etc) • Translate product and design intent into elegant, maintainable UI • Simplify complex workflows and improve usability, responsiveness, and performance • Partner closely with Engineering, Product, and Design on solution development • Mentor engineers and raise the bar for frontend and UX craftsmanship • Take actual breaks and vacations - no off-hours or weekend work except when the app experiences unforeseen issues (which does not happen often)