Support Operations & Knowledge Lead

Hallow • Chicago, IL

7d • Remote

About The Position

This role owns the systems and content that power great customer support at Hallow — our Help Center, our internal knowledge base, and the automations that put both to work. You'll be the connective tissue between what customers experience, what our support team needs, and what the engineers are building — translating clearly in all directions and making sure issues and bugs get addressed efficiently.

Requirements

• 3+ years of experience in Knowledge Base Management, IT Support, Customer Operations, Customer Support, Customer Success, Project Management, or a related role.
• Systems Thinker: You enjoy organizing information, improving processes, and spotting patterns behind recurring issues and knowledge gaps.
• Strong Communicator: Excellent written communication skills, with the ability to translate technical or product concepts into clear, user-friendly language.
• Technical Comfort: You don't need to be an engineer, but you need to be genuinely comfortable in technical conversations. You should be able to discuss a bug with an engineer, understand how integrations work at a conceptual level. What matters most is intellectual curiosity and the ability to ask smart questions and connect dots.
• Customer-to-Engineer Bridge: You think carefully about how customers experience problems, not just how systems produce them. You notice when a bug report is missing the user context that would help an engineer understand the real impact — and you fill that gap before it costs anyone time.
• Judgment & Ownership: Ability to assess issue severity, prioritize effectively, and push back when necessary to protect focus and quality. Strong project management skills are essential to ensuring bugs and issues move through the pipeline while you also stay on top of multiple help center drafts.
• Self-Directed and Collaborative: Comfortable working independently, managing competing priorities, and collaborating across teams in a remote environment.
• Flexibility and Adaptability: Day-to-day rhythm is predictable, but you'll need to manage competing priorities during high-volume periods, respond quickly when customer issues escalate, and adapt as our processes and product evolve.

Nice To Haves

• Experience working closely with product or engineering teams is a strong plus
• Familiarity with APIs, how systems integrate, or tools like Python/Claude Code is a definite plus.
• Experience with tools such as Intercom, Slack, ClickUp, or Jira is also helpful.

Responsibilities

• Own and maintain our Help Center and support knowledge base, ensuring content is accurate, current, and written in a voice that reflects our mission and connects with users. As we expand international and B2B operations our knowledge systems need to scale accordingly.
• Identify trends in user confusion and repeat questions — and proactively close those gaps through documentation, internal guides, and process improvements. You'll start with a support inbox rotation to ground your work in real customer experience before owning the systems that support it.
• Serve as the primary intake and triage point for bugs and product issues reported by customers or internal teams — validating, de-duplicating, and prioritizing before escalating to Product and Engineering.
• Design and implement AI-powered automations in Intercom to elevate our support operations infrastructure and ensure our AI tools always have high-quality, up-to-date knowledge to draw from.
• Act as the liaison between non-engineering staff (including Customer Support) and Engineering — translating customer impact into language engineers can act on, and translating technical updates back into language the support team can use.
• Track the status of reported issues and communicate relevant updates back to the Support team.
• Collaborate with Support, Product, and Engineering on communicating feature releases and product updates on an ongoing basis.

Benefits

• equity compensation
• unlimited PTO
• insurance
• remote-flexible work
• fully paid parental leave
• 401(k) match
• stipends for spiritual development, health & wellness, home-office, and learning

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed