Customer Support Lead: Own Systems, AI & Community

PulseRise Technologies LTD; San Francisco (CA); On-site; USD 140,000 - 170,000; Full time

Job summary

PulseRise Technologies LTD is seeking a hands-on Customer Support Lead to own the end-to-end support function at an early-stage consumer hardware and software company with 100,000+ users. You will design systems, manage a distributed team, and work directly with founders to build a scalable support and community program.

In this onsite San Francisco role, you will optimize the helpdesk stack, improve the AI support agent through prompt writing, and handle both hardware returns and software bug

Qualifications

• Experience leading a customer support team of 5+ in a consumer company.
• Implemented AI-driven support automation with measurable deflection/cost impact.
• Experience supporting hardware and software products, including device troubleshooting and returns/warranty handling.
• Willing to relocate to San Francisco, CA for onsite work.
• Experience building community programs (ambassadors, power users) is a plus.

Responsibilities

• Take end-to-end ownership of the customer support function.
• Configure and optimize the helpdesk stack and tooling.
• Improve the AI support agent through prompts to boost deflection and reduce costs.
• Lead and coach a distributed support team across time zones.
• Handle hardware returns, warranties, and software bug escalations.
• Build a community advocacy program from scratch.
• Engage with power users as the face of the community.
• Collaborate with founders on support and community strategy in a fast-moving startup.

Skills

Team leadership

AI automation

Hardware troubleshooting

Helpdesk tooling

Community building

Tools

Helpdesk stack

Job description

PulseRise Technologies LTD is seeking a hands-on Customer Support Lead to own the end-to-end support function at an early-stage consumer hardware and software company with 100,000+ users. You will design systems, manage a distributed team, and work directly with founders to build a scalable support and community program.

In this onsite San Francisco role, you will optimize the helpdesk stack, improve the AI support agent through prompt writing, and handle both hardware returns and software bug