Customer Support Lead

Mantle; San Francisco (CA); Hybrid; USD 90,000 - 150,000; Full time

Benefits offered by this job

Remote Fridays

Stock options

Founding team exposure

Job summary

Mantle is building an AI-assisted platform to support families as they care for aging parents. We’re seeking a Customer Support Lead who is fast, warm and genuinely helpful, working with founders, product and engineering to deliver real results and build our support systems for tomorrow.

In the early days you’ll handle tickets, onboard families and document issues, then help shape playbooks and the AI-human handoffs. This is a builder role with broad impact and growth potential.

Qualifications

• 4+ years of customer support experience in a startup or high-growth setting.
• Ability to handle sensitive situations with empathy and sound judgment.
• Hands-on experience with support tools (Zendesk, Intercom, Front).
• Strong written communication and ability to build processes and playbooks.

Responsibilities

• Stand up tools, processes and service standards for Mantle's families.
• Onboard new families and help them derive value quickly.
• Create documentation and playbooks for common questions and complex cases.
• Review and improve how the AI agent handles conversations and determine when a human should step in.
• Capture customer needs to inform product and roadmap.
• Track response times, satisfaction and top issues, and drive improvements.

Skills

Customer support

Empathy

Written communication

Cross-functional collaboration

AI tools familiarity

Tools

Zendesk

Intercom

Front

Job description

About Mantle

We’re building an AI agent to help families support their aging parents (origin story here).

Over 40M “sandwich generation” Americans currently manage their parent’s affairs. Keeping mom/dad safe and supported is like a second job: it’s time-consuming, stressful and on top of their already busy lives. We believe that managing our parents’ affairs should feel under control, easier and lower stress.

Co‑founded by serial entrepreneur partners including Ted Zagat, who sold his previous businesses to Slack (announcement here) and Google (Zagat restaurant guides).

The Role

We are looking for a Customer Support Lead to be the voice of Mantle for the families we serve. Behind every family is a real situation, and when they reach out, they need someone who is fast, warm and genuinely helpful. You will work side‑by‑side with the founders, product and engineering to make sure every family gets real results, and turn what you learn into a better product.

This is a role for a builder. In the early days, you'll be answering tickets, onboarding families and handling tricky situations yourself. It's not just about support; it's about the unglamorous work of documenting every issue, writing the playbooks, and spotting the patterns that let us fix problems at the source. You'll be the one doing the manual work today so we can build the support systems, and the AI, of tomorrow.

What You’ll Build

• Support function: Stand up the tools, processes and service standards for supporting Mantle's families.

• Family onboarding: Help new families get set up and get value from Mantle quickly.

• Help center and playbooks: Create the documentation that answers common questions and guides how we handle complex ones.

• AI partnership: Review and improve how our AI agent handles conversations, and define when a human needs to step in.

• Voice of the customer: Bring what families need back into our product and roadmap.

• Support analytics: Track response times, satisfaction and top issues, and drive them in the right direction.

What We’re Looking For

Required Experience

• 4+ years of customer support or customer experience experience, ideally at a consumer startup or high-growth company

• Experience supporting customers through complex or sensitive situations with empathy and good judgment

• Hands‑on experience with support tools (e.g. Zendesk, Intercom, Front)

• Track record of building processes and documentation from scratch

• Excellent written communication

• AI adept: savvy with AI tools (LLMs, agents) to increase your own personal leverage

Ideal Background

• Early‑stage startup experience, ideally as the first support or customer experience hire

• Experience supporting a subscription or financial product

• Experience working alongside AI support tools or reviewing AI-generated responses

• Personal experience helping a parent or family member manage their affairs

• Nice to have, but not required: experience with FinTech

Who Thrives Here

• Builders: You love creating things from scratch and taking full ownership

• Empathetic: You meet families where they are, especially on hard days

• Systems-minded: You turn every solved problem into a better process

• Great collaborator: You foster great working relationships

• AI-forward: You embrace modern AI

• Autonomous: You thrive with minimal direction

• Mission-driven: You care about what we're building

What You’ll Get

• Meaningful work: Help real families with some of the most important moments in their lives, with fast pace and huge financial potential

• Founding scope: Shape how Mantle supports families from the very beginning

• Partnership with founders: Work closely with Mantle's co‑founders and other company leaders

• Learning & growth: Opportunity to build a category‑defining company from the ground up

• Real ownership: Your insight will directly shape our product, business and culture

• Remote Fridays: Work from home every Friday. Monday through Thursday, we build together in person in San Francisco