AI Product Support Architect

wonderschool; United States; Remote; USD 180,000 - 230,000; Full time

Benefits offered by this job

Equity

Benefits

Job summary

Wonderschool seeks an AI Product Support Lead to build autonomous systems that prevent issues and keep users happy. You will own CSAT, NPS, and SLAs while supporting government and enterprise customers, communicating with users by phone, and driving root-cause improvements with engineering and product teams.

You will lead a small team of two, work closely with product and operations, and report directly to the CEO.

Qualifications

• Systems thinking and customer-focused approach to support
• Experience or strong interest in applying AI to support functions
• Ability to own issues end-to-end and drive resolution
• Willingness to engage directly with customers by phone
• Comfort with building workflows and influencing product decisions

Responsibilities

• Handle tickets and phone support directly in Zendesk across all Wonderschool products
• Own aggressive SLAs and CSAT/NPS as personal scorecards
• Monitor needs surfaced by AI agents and ensure nothing falls through
• Build and operate AI-powered support workflows using Lorikeet, OpenClaw, and Hermes
• Turn support volume into product requirements and ship fixes from engineering reviews
• Lead a two-person team and influence across engineering, product, and operations

Skills

Systems thinking

Customer-focused

AI in support

Ownership

Phone support

Tools

Zendesk

Lorikeet

OpenClaw

Hermes

Job description

Wonderschool seeks an AI Product Support Lead to build autonomous systems that prevent issues and keep users happy. You will own CSAT, NPS, and SLAs while supporting government and enterprise customers, communicating with users by phone, and driving root-cause improvements with engineering and product teams.

You will lead a small team of two, work closely with product and operations, and report directly to the CEO.