Description
Most support teams react. We want to build one that prevents. As the AI Product Support Lead, you will build autonomous systems that get back to users quickly and solve their problems quickly. You will be doing support, building workflows, deploying AI, and partnering with engineering and product to eliminate the root causes of tickets before they happen.
You will lead a team of two and have real influence across engineering, product, and operations. You report directly to the CEO.
Support Handle tickets and phone support directly in Zendesk across all Wonderschool products Own aggressive SLAs and hold the line on them Monitor needs surfaced by our OpenClaw and Hermes AI agents and make sure nothing falls through Own CSAT and NPS as personal scorecards
AI systems Build and operate AI-powered support workflows using Lorikeet, OpenClaw, and Hermes Automate what should be automated; make the human interactions better because of it Design self-service paths that resolve issues before they reach the queue
Product Turn support volume into product requirements Write clear briefs, join engineering reviews, and ship fixes that reduce tickets at the source Be the most credible voice of the customer in every product conversation Lead a team of two; set the standard and develop the person alongside you Influence engineering, product, and operations through the quality of what you surface Deliver white-glove service for government and enterprise customers
What Good Looks Like
- Support that never stacks up
SLAs are tight and consistently met Every open ticket has a clear owner and next action CSAT and NPS move in the right direction quarter over quarter
- AI doing the right work
Tier-1 volume is substantially automated Agents surface the right signals at the right time You are continuously evaluating and improving, not just maintaining
- Support reducing the need for itself
Recurring issues become product requirements, not permanent fixtures Ticket volume per active user trends down over time Engineering knows exactly what to build next because you told them clearly
- Taste and precision
Every customer communication is clear, warm, and fast Documentation is clean enough that anyone could pick up a task mid-flight Nothing slips and you notice before anyone else does
Who You Are Systems builder first: you do not just manage a queue, you redesign it Track record using AI to run or transform a support function Strong product instincts: you identify root causes and write requirements, not just escalate Genuinely close to the customer: you love talking to users, not just reading about them Nothing slips, and that is personal, not performative Comfortable picking up the phone when that is what it takes Might have come from product, engineering, support, or founding: we are open if you are exceptional
About Wonderschool Wonderschool builds software and AI systems for the childcare industry. We help providers manage operations, governments run large-scale childcare programs, and families find care. We are Series B (a16z, Goldman Sachs, First Round Capital), cash flow positive, and growing.
Location Downtown, San Francisco. Five to six days in office.
Compensation Market salary with equity and benefits.