Automation-Driven Head of Customer Support & Community

TechTree; San Francisco, Northern (CA, KY); Hybrid; USD 100,000 - 180,000; Full time

Benefits offered by this job

Direct founder access

Competitive compensation

High-trust environment

Job summary

TechTree in San Francisco seeks a leader to own customer support end-to-end and to build a thriving community around our hardware/software product.

You will own automation in support, manage the helpdesk stack, workflows and metrics, and coach a distributed team across time zones to improve CSAT and retention.

The role offers direct founder access, competitive compensation, and a high-trust environment where feedback informs product bets and community growth.

Qualifications

• You've shipped automation in support with automations and AI agents.
• Led a support team of 5+ people at a consumer company with hardware and software.
• Fluent across hardware and software support and can translate between customers and engineering.
• Technically literate—comfortable configuring a helpdesk or writing prompts and using AI to scale the team.
• Own your metrics and build the systems behind them end-to-end, without being managed.
• A clear writer who sets the tone for the team and community touchpoints.

Responsibilities

• Own automation for AI support agent, knowledge base, and workflows.
• Own the end-to-end support stack: helpdesk, integrations, routing, and reporting.
• Lead a distributed team across time zones: hiring, coaching, scheduling, performance.
• Manage support quality, SLAs, returns, warranty and order escalations.
• Turn feedback from support and community into product and ops bets.

Skills

Team leadership

Automation experience

AI agent knowledge

Community building

Metrics ownership

Technical writing

Customer support

Tools

Helpdesk tooling

Job description

TechTree in San Francisco seeks a leader to own customer support end-to-end and to build a thriving community around our hardware/software product.

You will own automation in support, manage the helpdesk stack, workflows and metrics, and coach a distributed team across time zones to improve CSAT and retention.

The role offers direct founder access, competitive compensation, and a high-trust environment where feedback informs product bets and community growth.