Support Operations Lead — AI, Hardware & Community

PulseRise Technologies; San Francisco (CA); On-site; USD 120,000 - 180,000; Full time

Job summary

PulseRise Technologies in San Francisco seeks a hands-on Customer Support Lead to own the support function end-to-end for an early-stage consumer hardware and software company with 100k+ users. You’ll configure the helpdesk, optimize the AI support agent, and build a community advocacy program from scratch.

You’ll manage a distributed team, handle returns and warranties alongside software issues, and work closely with founders.

Qualifications

• 5+ years leading a customer support team at a consumer company.
• Experience shipping automation for support (AI agents, self-serve workflows) with measurable impact.
• Experience supporting both hardware and software products, incl. troubleshooting devices and returns.
• Based in or willing to relocate to San Francisco, CA for a full-time onsite role.
• Ideally, experience building community programs (ambassadors, power users, referrals) from scratch.
• Experience working in high-intensity, early-stage startup environments with founders.
• Willingness to handle unglamorous, hands-on work alongside strategic leadership.
• Clear, quantifiable outcomes tied to past support or community initiatives.

Responsibilities

• Take end-to-end ownership of the customer support function.
• Configure and optimize the helpdesk stack and support tooling.
• Optimize the existing AI support agent, including prompt writing, to improve deflection and cost metrics.
• Manage and coach a distributed support team, including QA and scheduling across time zones.
• Handle both hardware support (returns, warranties, device troubleshooting) and software bug escalations.
• Build a community advocacy program from scratch, turning the user base into active advocates.
• Act as the face of the community, engaging directly with power users.
• Partner directly with founders on support and community strategy in a fast-moving, early-stage environment.

Skills

Team management

AI automation

Hardware & software support

Community programs

Startup experience

Hands-on work

Measurable outcomes

Job description

PulseRise Technologies in San Francisco seeks a hands-on Customer Support Lead to own the support function end-to-end for an early-stage consumer hardware and software company with 100k+ users. You’ll configure the helpdesk, optimize the AI support agent, and build a community advocacy program from scratch.

You’ll manage a distributed team, handle returns and warranties alongside software issues, and work closely with founders.