Customer Support Operations Lead

About OurRitual OurRitual 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. About the Role We 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. This 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. If 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. What You'll Do Quality & Training