AI Product Support Lead

We Love AI Jobs; San Francisco (CA); Vor Ort; USD 160.000 - 230.000; Vollzeit

Zusammenfassung

Wonderschool in San Francisco is seeking an AI Product Support Lead to build autonomous AI-powered support workflows, while handling tickets and phone support. You will lead a two-person team, own CSAT and NPS, and partner with product and engineering to eliminate root causes at the source.

You will design self-service paths and translate recurring issues into product requirements, delivering fast, clear, and warm customer communications in a fast-paced environment.

Qualifikationen

• Experience with Zendesk and AI-enabled support tools.
• Experience leading a small team.
• Ability to translate customer issues into product improvements.

Aufgaben

• Handle tickets and phone support in Zendesk across Wonderschool products while meeting SLAs.
• Build and operate AI-powered support workflows and self-service paths.
• Turn recurring issues into product requirements and work with engineering to ship fixes.
• Lead a team of two and partner with product, engineering, and operations.

Kenntnisse

Zendesk

Lorikeet

OpenClaw

Hermes

AI workflow automation

Customer support operations

CSAT and NPS

Tools

AI workflows

Jobbeschreibung

# AI Product Support LeadWonderschoolSan FranciscoFull-timeAI tools:LorikeetOpenClawHermesUpload your resume once and Scout applies for youApply with ScoutShare this job:LinkedInXSave imageThe AI Product Support Lead handles customer support while building AI workflows that resolve issues and reduce ticket volume. The role leads a two-person team and works with product and engineering to address customer problems at their source.* Permanent* On-site### Skills and expertiseZendeskLorikeetOpenClawHermesAI workflow automationCustomer support operationsCSAT and NPS### Key responsibilities* Handle customer tickets and phone support while meeting service-level targets and owning CSAT and NPS.* Build and continuously improve AI-powered workflows and self-service paths for customer support.* Turn recurring customer issues into product requirements and work with engineering to ship fixes.## How this job comparesCompared with 45 open lead customer success jobs on October 10, 2026.Pay: This job does not publish its pay. The 21 open lead customer success jobs that publish US pay start at $167K a year on average.Similar open jobs: We Love AI Jobs lists 45 open lead customer success jobs at 28 companies.Remote work: This job is on site. 7 of the 45 lead customer success jobs (16%) are remote.AI in this role: High. AI is the core of the work: building, training or deploying AI systems. The role builds and operates AI-powered support workflows using Lorikeet, OpenClaw, and Hermes. Evaluating agents and automating support are central responsibilities.## Full descriptionMost 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 RoleYou are the AI Product Support Lead. You will build autonomous systems that get back to users quickly and solve their problems. 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 DoSupport• 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 scorecardsAI 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 queueProduct• 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 conversationTeam• 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 customersWhat Good Looks Like1. 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 quarter2. 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 maintaining3. 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 clearly4. Taste and precision• Every customer communication is clear, warm, and fast• Documentation is clean enough that anyone could pick up a task mid-flightUpload your resume once and Scout applies for you