Experience Senior · 6+ yrs (3+ years)
About the role
structured by ORIPocketTake Notes in the Real WorldCustomer Support Lead$100K - $180K•San Francisco, CA, USJob typeFull-timeRoleSupportExperience3+ yearsVisaUS citizenship/visa not requiredConnect directly with founders of the best YC-funded startups.Apply to role ›Gabriel DymowskiFounderGabriel DymowskiFounderAbout the roleThe owner…
What you will do
- Automation: the AI support agent, the knowledgebase behind it, and the workflows that keep humans out of routine volume
- The support stack end to end: helpdesk, integrations, routing, and reporting
- A distributed team across time zones, spanning support and community: hiring, coaching, scheduling, performance
- Support quality and SLAs, plus returns, warranty, and order escalations - the realities of a physical product
- The feedback loop: turn what support and community hear into fixes and bets for product and ops
What they are looking for
- You've shipped automation in support - automations, AI agents, self-serve - and can point to the numbers moving
- You've run a support team (5+ people) at a consumer company, ideally one with both a hardware and a software product
- Fluent across hardware and software support - you can troubleshoot a device and chase down a sync bug with equal ease, and translate cleanly between customers and engineering on both
- Technically literate - as comfortable configuring a helpdesk or writing a prompt as running a 1:1, and you reach for AI to amplify the team
- You own your metrics and build the systems behind them, end to end, without being managed
- A clear writer who sets the bar for tone - for the team, the AI agent, and every community touchpoint
- Calm under spikes: launches, shipping delays, viral moments, etc.
Benefits
- Own a core function
- Direct impact on the experience of thousands of customers
- A high-trust, high-responsibility environment with direct founder access
- Competitive compensation
customer supportcommunity buildingautomationhelpdesk configurationAI agentsprompt writingroutingtroubleshooting
Full posting text
Experience: 3+ years