Founding Support Lead

About the role

You will architect the foundational support structure for a conversational AI platform that is redefining enterprise customer interactions. As the inaugural member of the support organization, you own the creation of all operational standards that ensure AI agents perform reliably for marquee clients. You will own the design of support workflows from first principle thinking, establishing the playbook for how we maintain and optimize AI agents at scale. You will act as the central technical authority for support operations, owning the relationship between support, engineering, and product. You will define the cultural tone for how we solve complex problems under pressure while maintaining extreme ownership. You will translate ambiguous client needs into concrete support processes and quality benchmarks. You will be responsible for turning high-level platform capabilities into reliable support procedures that prevent recurring issues. You will shape the operational maturity of the function from day one, ensuring that every process you build can scale without degradation in service quality.

Key facts

What you'll do

• Design the end-to-end support infrastructure, defining SLAs, tooling selection, and operational runbooks that become the source of truth for the team.
• Establish and manage 24/7 incident response and on-call coverage protocols to ensure enterprise clients receive timely resolution at any hour.
• Perform deep technical triage and resolution for customer issues, maintaining rigorous quality standards and consistency across all interactions.
• Troubleshoot complex agent configurations and integration failures, methodically analyzing logs and system behavior to identify root causes.
• Develop comprehensive documentation and playbooks that standardize support procedures, enabling future hires to ramp quickly and operate independently.
• Recruit, onboard, and manage the growth of the support team as the function scales from a single person to a multi-person operation.
• Create and maintain clear escalation paths that coordinate seamlessly with engineering and deployment teams to resolve critical issues.
• Provide structured feedback to product and engineering teams to improve platform reliability, observability, and self-service capabilities.
• Analyze support data to identify trends, surface recurring problems, and drive initiatives that reduce ticket volume through improved product design.
• Own the client health check process for key accounts, ensuring that AI agents are performing optimally and that stakeholders are confident in the technology.
• Define and implement best practices for knowledge management, ensuring that solutions are documented, discoverable, and reusable.
• Lead incident post-mortems to extract learnings and implement preventative measures that strengthen the platform over time.
• Partner closely with sales and customer success to understand upcoming client deployments and prepare support strategies in advance.
• Evaluate and integrate new tools and technologies that improve the efficiency and effectiveness of support operations.
• Act as the voice of the customer within the organization, championing their needs in product and platform decisions.

Requirements

• 5+ years of experience in technical support, technical account management, or support operations within a B2B SaaS environment.
• Technical proficiency in debugging APIs, webhooks, and authentication protocols to resolve complex integration issues.
• Ability to analyze system connectivity and distinguish between internal platform issues and external dependencies or client environment factors.
• Experience managing high-stakes escalations for demanding enterprise clients while maintaining professionalism under pressure.
• Strong communication skills with the ability to explain technical concepts to non-technical stakeholders clearly and confidently.
• A builder mindset with the desire to define processes from scratch rather than relying on established playbooks from previous employers.
• Demonstrated ability to work effectively in a fast-paced, ambiguous environment where priorities shift frequently.
• Comfort with owning end-to-end responsibility for a critical function with minimal direct supervision.
• Willingness to work from a San Francisco office on a full-time basis with a structured schedule to support 24/7 coverage.
• Commitment to maintaining documentation and processes that ensure continuity and consistency as the team scales.

Nice to have

• Prior experience scaling a support function from an early stage, including staffing and 24/7 coverage models.
• Familiarity with conversational AI or agentic AI deployments and the unique challenges they present.
• Hands-on experience with enterprise integrations such as CRMs, ERPs, and ticketing systems like Zendesk.
• Background in high-growth startup environments where roles evolve rapidly and ownership is critical.
• Bachelor degree in a STEM field or equivalent technical experience that demonstrates analytical rigor.

Practical notes

• This is an in-office role based in San Francisco.
• Benefits include medical, dental, and vision insurance, life and disability coverage, 401k, parental leave, and fertility benefits via Carrot.
• The company provides daily office lunches and a monthly wellness stipend.
• We operate under a take-what-you-need vacation policy.