Customer Support Lead - AI, Remote Fridays, Impact

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

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.