Role Description The 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. Our 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: - US-based Lead - Option 1: Mon/Tues 5am - 1pm EST, Weds/Thurs 9am - 5pm EST - Option 2: Mon - Thurs 6am - 2pm EST - UK-based Lead : Mon - Thurs 9am - 5pm GMT The salary for this role in the United States is $117,014 USD. In This Role, You Will: - Lead 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. - Own 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. - Manage relationships with existing vendors and outsourced partners as it relates to your owned initiatives, holding them accountable to our standards and timelines. - Stay 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. - Use 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. - Translate strategic goals into concrete CS and cross-functional project plans; align stakeholders, set milestones, and track progress to delivery. - Raise 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. - Work 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. - Serve as a subject matter expert for partner teams on CS workflows, tooling capabilities, and the user impact of cross-functional decisions. - Contribute to a community-first culture, ensuring that mission and business goals stay in balance in every initiative you lead. Qualifications - 8+ years of related experience in community, customer, or user support with deep expertise across the full range of CS functions. - Demonstrated track record of leading complex, cross-functional projects end-to-end and delivering measurable improvements to team performance or user experience. - Hands-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). - Strong analytical skills: demonstrated familiarity with using ticket data, quality signals, and operational metrics to identify root causes and prioritize work. - Subject matter expertise across all key CS functions: credibility to coach peers and the willingness to stay close to ticket work. - Experience working effectively with external vendors and partners, including holding them accountable to shared standards. - Excellent written communication and a positive, solutions-oriented approach to even the most difficult user issues. - A collaborative, team-first mindset: you raise the bar for those around you through example, mentorship, and generous knowledge sharing rather than authority. Benefits - A fully remote workforce with plenty of opportunities to get to know your colleagues. - 100% employer-paid health plan offerings. - 16 paid vacation days, 10 sick days, and a company-wide winter break between Christmas and New Year’s. - 25 volunteer hours each year to give back to your community. - 16 weeks of parental leave plus fertility/family planning resources. - Annual 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. - Kickstarter 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. - Incredibly talented and inspiring colleagues who know how to blend their creative endeavors into their work.

• Monitor, respond to, and triage customer questions through various types of social media • Identify key Community contributors (internally and externally) to develop Engagement Programs • Leading project tasks to completion and according to defined timelines • Use a variety of business tools to assess and propose data informed actions to support Community health and engagement • Evaluate and contribute to design of customer journey map informed Community experiences • Develop learning resources across a variety of Community managed spaces

• Own the day-to-day management of a large online merchant community • Develop and execute engagement campaigns, events, and initiatives • Foster a welcoming, supportive, and high-value community environment • Encourage member-generated content, peer-to-peer support, and community leadership • Monitor community health metrics and continuously improve engagement • Manage and grow ambassador, advocate, or community leadership programs • Recruit, onboard, and support top community contributors • Create opportunities for members to share expertise and success stories • Build scalable systems that empower community members to contribute • Monitor community sentiment and identify emerging risks • Respond to sensitive conversations with empathy and professionalism • Gather merchant feedback and surface actionable insights • Conduct surveys, interviews, and feedback initiatives • Partner with Product and Support teams to ensure community insights influence decision-making • Help coordinate community communications for launches, updates, and initiatives • Create engaging community content and discussion prompts • Support webinars, workshops, live sessions, and virtual events

• Drive sales and optimize care pathways for rare disease patients • Expand the rare disease business in the region • Identify growth opportunities through lead/trigger follow-up • Engage community prescribers and generate growth using digital leads • Build and execute clear account plans • Maintain relationships with various stakeholders to provide disease awareness and referral support • Educate healthcare providers on product benefits and proper diagnosis pathways • Support referral network by encouraging appropriate referrals to specialists • Collaborate with Sanofi team members across functions