{"id":931249,"url":"https://alion.io/job/ourritual-customer-support-operations-lead","title":"Customer Support Operations Manager","company":{"id":687821,"name":"OurRitual","domain":"ourritual.com","url":"https://alion.io/company/ourritual","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Management","role_family":"Management","seniority":"middle","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Tel Aviv, Israel"],"countries":["IL"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":62000,"max_usd":135000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":2431},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Copilot","optional":true}],"status":"live","first_seen_at":"2026-09-15T10:54:40Z","employer_posted_date":"2026-09-15","last_verified_at":"2026-10-15T14:09:24Z","board_verified":true,"closed_at":null,"days_open":30,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":30},"description":"About OurRitual\nOurRitual is a fast-growing relationship support platform helping couples and individuals build better communication, connection, and everyday habits together. Our hybrid model pairs members with a real relationship Expert alongside in-app pathways, exercises, and AI support, so growth continues between sessions, not just during them. We're a tech-first company reimagining what ongoing relationship care looks like, and support is a real part of that experience, not an afterthought: it's often where a member's trust in us is won or lost.\nAbout the Role\nWe are looking for a Customer Support Operations Lead to define how high-touch support operates at OurRitual as we expand. This role sits at a unique intersection: one side involves shaping our support people operations through structured training, QA frameworks, and actionable feedback loops, while the other centers on constructing the AI tooling and systems infrastructure to power it. Both pillars must scale side-by-side as our organization expands, creating a distinct blend of human touch and technical building that sets this position apart.\nThis is a builder's role, not a people management one. You won't manage agents day to day, but the systems, training, and technology you build will shape how the whole team works, and how members experience us in some of their most sensitive moments. You'll partner closely with support leadership on hiring, coaching, and escalations, and with product and dev on new flows, automations, and AI infrastructure. You'll also take part in shaping our AI and support strategy: helping decide what moves to AI and what still needs a human touch, and owning our sources of truth so they stay accurate and current, using smart, efficient ways to keep them that way.\nIf you're excited by combining hands-on human coaching and training with hands-on AI and systems building, and you want a role with real ownership and cross-team reach, this is that role.\nWhat You'll Do\nQuality & Training\nBuild and own our support QA process: ticket review, scoring, structured feedback, and ongoing coaching that helps agents visibly grow\n\nDesign onboarding and ongoing training for our support team, giving agents the tools to help members in the best way possible and keeping everyone up to speed with every product change we ship\n\nTurn recurring ticket patterns into process improvements and product recommendations to reduce ticket volume, so agents only get involved where it's truly needed\n\nKnowledge & AI Infrastructure\nOwn knowledge management across member, Expert, and internal resources: find efficient ways to keep it accurate, and build the automations that make it effortless to maintain\n\nBuild the foundation of our AI tools and processes: the infrastructure that helps us work more efficiently and keep the same level of care as we scale\n\nShape how we use our support platform day to day, building the workflows, tagging, and routing that make sure every member gets an accurate, empathetic answer, fast\n\nHiring & Team Building\nDesign and own our hiring process end to end, so we consistently bring in the right people for the team\n\nPartner on evaluating team fit and coaching, helping every agent grow into the role we need them to play\n\nEscalations & Member Care\nOwn escalation handling, including refund cases, with an eye for when care and sensitivity matter most\n\nTrack and report on support metrics (first response time, resolution time, CSAT, escalation volume) against clear targets, and flag what needs attention\n\nWhat We're Looking For\n3-4 years of experience in customer support, customer success, or support operations at a fast-growing startup\n\nExperience in building systems: knowledge management, training programs, QA frameworks, hiring pipelines, rather than only running ones someone else designed\n\nComfortable owning AI tooling for a support team: prompt/template design, evaluating what the AI gets right or wrong, and iterating\n\nStrong written communication; you'll be writing help center content, training materials, and templates that represent how we talk to members\n\nA genuine people person: empathetic, sensitive to nuance, and comfortable coaching others with care\n\nSome hiring or interviewing experience\n\nComfortable with ambiguity and full ownership; this role is being defined as you build it, with room to grow into more scope as you prove it out\n\nMother tongue level English\n\nNice to Have\nExperience with Front or a similar ticketing platform\n\nExposure to two-sided marketplace or B2C subscription support (we serve both members and the relationship Experts on our platform)\n\nFamiliarity with AI-assisted support tools (copilot/writing-assistant tools, AI-driven QA or escalation flagging)","description_format":"text","description_chars":4739,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Israel","iso":"IL","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Sea Freight","Dating & Relationships","Digital Mental Health"],"lifecycle":[{"event":"open","at":"2026-09-15T11:48:34Z"}],"visa":[],"liveness":{"score":55,"band":"ok","label":"Likely open","p_open":1,"p_active":0.733,"p_room":0.75,"age_days":29,"expected_fill_days":33,"reasons":["conf:3","win:late"],"computed_at":"2026-10-15T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/ourritual-customer-support-operations-lead","json_url":"https://alion.io/job/ourritual-customer-support-operations-lead.json","meta":{"generated_at":"2026-10-15T16:13:32Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":24772,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":687821},"rest":"https://alion.io/mcp/rest/get_company?id=687821"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fourritual-customer-support-operations-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fourritual-customer-support-operations-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fourritual-customer-support-operations-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/ourritual-customer-support-operations-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fourritual-customer-support-operations-lead"}]}