AI Product Support Lead

Wonderschool; San Francisco (CA); Sur place; USD 80 000 - 120 000; Plein temps

Avantages offerts par ce poste

Equity

Market salary

Benefits

Résumé du poste

Voiceflow is looking for an AI Product Support Lead to build autonomous systems for customer support. This role involves managing support tickets in Zendesk while utilizing AI to streamline operations.

Your focus will be on leading a small team, improving workflows, and engaging closely with users to ensure their needs are met. A background in product management is not necessary, but a strong track record in support and AI utilization is preferred.

A competitive salary, equity, and benefits are part of the compensation.

Qualifications

• Track record of using AI to run or transform a support function.
• Experience in support management or related roles.
• Strong product instincts with an ability to identify root causes.

Responsabilités

• Build and operate AI-powered support workflows.
• Lead a team to provide high-quality customer service.
• Turn support issues into product requirements.

Connaissances

Systems building

Customer communication

AI utilization

Support management

Problem identification

Outils

Zendesk

AI systems

Description du poste

Most support teams react. We want to build one that prevents.

Wonderschool serves government agencies, childcare providers, parents, and teachers across multiple products. This role exists to make sure every one of them gets what they need, fast, and to build the systems that make that scalable.

You do not need a product management background to do this job. We are open to engineers, founders, support operators, and anyone who can build, ship, and stay deeply close to the customer.

The Role

You are the AI Product Support Lead. You will build autonomous systems that gets back to users quickly and solves their problems quickly and to do this - you will get into the weeds and display extreme ownership. You will be doing support. You will be in Zendesk. You will pick up the phone. You will also build the workflows, deploy the AI, and partner 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.

What You'll Do

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

Team

• 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

1. 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

2. 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

3. Support reducing the need for itself

• Recurring issues become product requirements, not permanent fixtures
• Ticket volume per active user trends down over time

  4. 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 elevate. 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. Product management experience is not required.

  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.

  A core part of our strategy is using AI to transform how work gets done. We deploy multi-agent systems across operations, product, and customer experience. Support is next.

  Location

  Downtown, San Francisco. Five to six days in office.

  Compensation

  Market salary with equity and benefits.