Fellow Experience Manager

📋 Description

• Lead US-based Fellow Experience Specialists in support.
• Own team performance, quality, and SLA targets.
• Coordinate across US, India, Guatemala for coverage.
• Ensure SLAs, quality, CSAT; keep morale high.
• Manage escalations and incident stabilization.
• Coach, develop, and conduct 1:1s and reviews.

🎯 Requirements

• 5+ years in high-volume customer support startups
• 3+ years managing frontline support agents
• Experience in fast-scaling, rapidly changing product environments (AI/technical preferred)
• Calm and decisive under pressure
• Ownership of SLAs, CSAT, and QA
• Deep knowledge of support tooling (Zendesk)

🎁 Benefits

• Equity in a fast-growing company
• 401(k) match and financial coaching
• Paid parental leave and fertility benefits
• Medical, dental, vision and mental health support; wellness stipend
• $2,000 learning stipend and ongoing development
• Remote & Office: SF office perks and support