Customer Support Lead

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

You'll be the owner of customer support end to end, and the person who builds our community from here. You take support as it stands - team, tooling, metrics, and an AI agent already handling routine volume - and make it yours. Then you take the 100k+ owners who already love our product and turn them into a community with a voice and a reason to stay.

Our product is hardware and software in one, so support spans both. On support, your priority is automation. On community, you start from exploration - there's already an engaged base across social and comments, and your job is to turn it into advocacy and retention. It's hands-on throughout: you coach the team, you're in the helpdesk config yourself, and you show up for the community.

What you'll own

Automation: the AI support agent, the knowledgebase behind it, and the workflows that keep humans out of routine volume.

The support stack end to end: helpdesk, integrations, routing, and reporting.

A distributed team across time zones, spanning support and community: hiring, coaching, scheduling, performance.

Support quality and SLAs, plus returns, warranty, and order escalations - the realities of a physical product.

The feedback loop: turn what support and community hear into fixes and bets for product and ops.

The core numbers: deflection rate, cost per contact, first-response and resolution time, CSAT - plus community growth and its pull-through to retention.

Community and social presence, and community programs from scratch - ambassadors, power users, referrals - to explore, test, and scale.

What we're looking for

You've shipped automation in support - automations, AI agents, self-serve - and can point to the numbers moving.

You've run a support team (5+ people) at a consumer company, ideally one with both a hardware and a software product.

Fluent across hardware and software support - you can troubleshoot a device and chase down a sync bug with equal ease, and translate cleanly between customers and engineering on both.

Technically literate - as comfortable configuring a helpdesk or writing a prompt as running a 1:1, and you reach for AI to amplify the team.

You own your metrics and build the systems behind them, end to end, without being managed.

A clear writer who sets the bar for tone - for the team, the AI agent, and every community touchpoint.

Energized by community - comfortable being the face of the product, running an event, and turning a base into a movement.

What we offer

Own a core function.

Direct impact on the experience of thousands of customers.

A high-trust, high-responsibility environment with direct founder access.

Competitive compensation.

Logistics

Full-time.

Compensation: $100,000 - $180,000 per year.