AI Product Support Lead
Build and lead AI-powered support systems for Wonderschool's childcare products. Handle tickets directly, automate workflows with AI agents, convert support insights into product fixes, and lead a small team while reporting to the CEO.
About the job
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
Skills
Zendesk, Ai Workflow Automation, Lorikeet, Openclaw, Hermes, Csat, Nps, Sla Management, Product Requirements Writing, Customer Support Operations
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