AI Product Support Lead

What You'll Do

Support

• Handle tickets and phone support directly in Zendesk across all Wonderschool products
• Own aggressive SLAs and hold the line on them
• Monitor needs surfaced by our OpenClaw and Hermes AI agents and make sure nothing falls through
• Own CSAT and NPS as personal scorecards

AI systems

• Build and operate AI-powered support workflows using Lorikeet, OpenClaw, and Hermes
• Automate what should be automated; make the human interactions better because of it
• Design self-service paths that resolve issues before they reach the queue

Product

• Turn support volume into product requirements
• Write clear briefs, join engineering reviews, and ship fixes that reduce tickets at the source
• Be the most credible voice of the customer in every product conversation

Team

• Lead a team of two; set the standard and develop the person alongside you
• Influence engineering, product, and operations through the quality of what you surface
• Deliver white-glove service for government and enterprise customers

What Good Looks Like

• Support that never stacks up: SLAs are tight and consistently met; every open ticket has a clear owner and next action; CSAT and NPS move in the right direction quarter over quarter
• AI doing the right work: Tier-1 volume is substantially automated; agents surface the right signals at the right time; you are continuously evaluating and improving, not just maintaining
• Support reducing the need for itself: recurring issues become product requirements, not permanent fixtures; ticket volume per active user trends down over time; engineering knows exactly what to build next because you told them clearly
• Taste and precision: every customer communication is clear, warm, and fast; documentation is clean enough that anyone could pick up a task mid-flight; nothing slips and you notice before anyone else does

Who You Are

• Systems builder first: you do not just manage a queue, you redesign it
• Track record using AI to run or transform a support function
• Strong product instincts: you identify root causes and write requirements, not just escalate
• Genuinely close to the customer: you love talking to users, not just reading about them
• Nothing slips, and that is personal, not performative
• Comfortable picking up the phone when that is what it takes
• Might have come from product, engineering, support, or founding: we are open if you are exceptional
• Product management experience is not required