Ongoing Email Customer Support for Membership Site

We’re looking for a thoughtful, organized Customer Support & Operations Lead to care for the community and own the day-to-day support experience. This role goes beyond answering emails — you’ll help members navigate the platform, resolve billing and account issues with clarity and kindness, and make sound judgment calls on edge cases like refunds or access. You’ll be expected to independently troubleshoot most basic technical issues (accounts, payments, platform navigation) without relying on the founders, while escalating more complex problems when needed. You’ll also spot patterns, improve workflows, and help evolve our support into a more efficient, AI-assisted operation. The right person will be onboarded and trained by our current support lead, ensuring a smooth handoff and continuity of care. The ideal candidate writes clearly and naturally, is detail-oriented, comfortable with ambiguity, and genuinely cares about supporting people in the wellness and travel space.