Customer Support Lead
The San Francisco Compute Company
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Benefits offered by this job
Job summary
The San Francisco Compute Company is seeking a hands-on Customer Support Lead to own day-to-day support and customer success. You will build the team, tooling, and metrics that keep customers live, productive, and loyal, with rapid problem resolution.
This is a builder’s seat: you’ll shape how support scales as we grow, deliver end-to-end experiences, and partner with engineering on incident response, with on-site presence in San Francisco 3–4 days a week.
Qualifications
- 5+ years in customer support, technical support, or customer success with team leadership.
- Experience supporting technical customers - cloud, infrastructure, GPU/AI, HPC, or data-center adjacent.
- Track record of building or tightening a support operation (process, tooling, SLAs).
- Metrics-obsessed with CSAT, response and resolution times, and SLA data.
Responsibilities
- Lead and grow a support function partnering with engineers to deliver world-class end-to-end customer support.
- Build and maintain runbooks, SOPs, and escalation paths used daily.
- Partner with Engineering to evolve support coverage and scheduling to meet SLAs.
- Drive the customer support experience end to end; own CSAT, first-response, time-to-resolve, and SLA compliance.
- Coordinate with colocation/data-center partners and hardware OEMs on escalations.
- Own the support stack—ticketing, monitoring, knowledge base—and keep it clean.
- Instrument the work and automate repeatable parts using AI-driven tooling.
Skills
Tools
Job description
We're building the company which will de-risk the largest infrastructure build-out in history.
When people finance GPU clusters, the datacenters housing them, and the infrastructure powering them, they need "offtake" - meaning someone has signed a contract to lease the cluster for a period of time before its even built.
Financing a GPU cluster is inherently risky, since margins are thin and volumes are huge. Lenders don't want to take on the risk that cluster developers can't repay their loan, and cluster developers really don't want to risk not selling their cluster. As a result, risk is offloaded to the customer using fixed-price long-term contracts.
If you don't mitigate this customer risk, there's a bubble. This isn't SaaS anymore - application layer companies sign multi-year contracts for computer and inference, but sell to customers on monthly subscriptions. If you mess up a purchase, it's game over: a minor shift in your revenue growth rate might mean the difference between profit or bankruptcy. But what if companies could exit their contract by selling it back to the market?
Otherwise, as AI scales, compute only becomes available to folks who can effectively take on that risk. A 2-person startup in a San Francisco Victorian can't realistically sign a 5-year take or pay contract on $100m supercomputers. But they may be able to buy the month of liquidity that someone else sold back.
So that's what we make: a liquid market for GPU offtake.
We run GPU and AI infrastructure for enterprise customers, and support is the front line of that experience. We're hiring a hands-on Customer Support Lead to own day-to-day customer support and success - the team, the tooling, and the metrics that keep customers live, productive, and loyal. You'll build a repeatable process where there's little or none, elevate hard problems fast, and make customers feel like we've got their back 24/7. It's a builder's seat: you'll shape how support scales as we grow.
Lead and grow a support function that will partner with our engineers to deliver world-class end-to-end customer support
Build and maintain the runbooks, SOPs, and escalation paths the team operates against every day
Partner with Engineering leadership to evolve our support coverage and scheduling so response is fast and consistent - right-sized to our SLAs, not over- or under-staffed
Drive the customer support experience end to end; be the reason customers stay
Own the metrics that matter - CSAT, first-response and time-to-resolve, SLA compliance - and drive them quarter over quarter
Partner with Engineering on incident response and escalation, coordinating with colocation/data-center partners, and hardware OEMs on deep technical or facility-level issues
Own the support stack - ticketing, monitoring/alerting, knowledge base - and keep it clean and useful
Instrument the work, then automate the repeatable parts. Use AI-driven tooling (sentiment analysis, automated triage, drafted responses) to extend the team's reach. We iterate into automation as we learn the failure modes - we don't bolt it on blind
5+ years in customer support, technical support, or customer success, with experience leading a team (dotted line and solid line alike)
Experience supporting technical customers - ideally cloud, infrastructure, GPU/AI, HPC, or data-center adjacent. You don't have to be an engineer
A track record of building or tightening a support operation (process, tooling, SLAs), not just running one
Metrics-obsessed - you live in CSAT, resolution times, and SLA data, and you use them to decide
Comfortable with AI/automation tooling and eager to make a small team punch above its weight
Calm under fire, organized, and genuinely cares about the customer
You’re open to coming in to our San Francisco office 3-4 days per week
You’re open to domestic travel when required
24/7 or multi-region support coverage experience
Familiarity with GPU/AI infrastructure, Linux, NVIDIA/AMD hardware, or managed services
Experience coordinating with MSPs, colocation/data-center operators, or hardware OEMs on escalations
Team members are offered a competitive salary along with equity in the company
Yes, we sponsor visas and work permits
We match 401(k) plans up to 4%
We offer competitive medical, dental, vision insurance for employees and dependents and cover 100% of premiums
We offer unlimited paid time off as well as 10+ observed holidays
We offer biological, adoptive, and foster parents paid time off to spend quality time with family
We cover lunch daily for employees
You can buy as many books for the office as you want
The San Francisco Compute Company is committed to maintaining a workplace free from discrimination and harassment.
We make employment decisions based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, belief, national origin, social or ethical origin, age, physical, mental, or sensory disability, sexual orientation, gender identity or expression, marital status, civil union or domestic partnership status, past or present military service, HIV status, family medical history or genetic information, family or parental status including pregnancy, or any other status protected by law.
We welcome the opportunity to consider qualified applicants with prior arrest or conviction records. Our commitment to diversity includes hiring talented individuals regardless of their criminal history, in accordance with local, state, and federal laws, including San Francisco’s Fair Chance Ordinance and California’s ban-the-box laws.
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