Lead, Community Support

Kickstarter is the leading crowdfunding platform for creative projects across film, games, music, art, design, and technology. Since our founding in 2009, our mission to help bring creative projects to life has been powered by the people behind the work. Together, we’ve helped creators around the world launch creative projects that have generated billions of dollars in pledges. That same commitment extends inward. Rooted in shared values, Kickstarter invests in the growth and success of our team, treating employees as whole people and empowering them with the autonomy and space to participate in decisions that shape their work and our company. 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 * *Eastern timezones preferred given wider overlap with UK/Singapore; each sample schedule above provides for 4hrs/week overlap with Singapore, and a range of overlap with UK/US timezones* 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 ou