# Manager, Technical Support - AI Sequencing
**Company:** [Nooks](https://hotfix.jobs/companies/nooks)
**Location:** San Francisco, CA
**Salary:** $154K-$206K
**Experience:** 5+ years
**Skills:** AI Agents, APIs, Integrations, Voip, Slack, Intercom, Zendesk, Outreach, Apollo, Salesloft, Support Analytics, Agent Workflows, Prompts, Sequences, Knowledge Base
**Posted:** 2026-05-11
> Leads and scales technical support team for AI Sequencing product, managing KPIs across chat/email/Slack, building AI automations/knowledge base, and driving cross-functional fixes with Eng/PM. Requires 5+ years technical support with 2+ in leadership at B2B SaaS startups.
## Job Description
## Responsibilities
- Lead and scale a team of veteran support ICs (8+ years average). Hold the bar high: run weekly QA on responses, take hardest escalations, uplevel through hands-on review.
- Own day-to-day support outcomes across channels (live chat, Slack, email), ensuring SLAs and KPIs (first response time, resolution time, CSAT) are exceeded.
- Design AI-native shared knowledge base for fast-growing product.
- Build agents and automations to automate repetitive work, decoupling team growth from ticket volume.
- Represent voice of customer; find patterns/trends across tickets and collaborate with PM/Eng to ship fixes.

## Required Experience
- 5+ years in Technical Support, including 2+ years in leadership/management at B2B SaaS company.
- Experience at early-stage/high-growth startup building/improving support processes.
- Proven success managing support KPIs, SLAs, CSAT in real-time live chat (in-app, Slack).
- Strong troubleshooting across APIs, MCPs, integrations, VoIP.
- Experience leading cross-functional initiatives with Engineering/Product in fast release cadences.
- Data-driven; hands-on with support analytics for forecasting, root-cause, decisions.

## Preferred Experience
- Shipped AI tooling in support (evals, retrieval, agent workflows closing tickets).
- Supported AI agent products (prompts, sequences, deliverability, agent eval).
- Worked with modern support stacks (Pylon, Intercom, Zendesk).
- Familiar with sequencers (Outreach, Apollo, Salesloft) from buyer side.
- Built knowledge base that deflected tickets (with analytics).
**Apply:** https://hotfix.jobs/jobs/manager-technical-support-ai-sequencing-at-nooks-9d7e1bb4-1243-4819-811b-7a3162ade9a9
**Canonical:** https://hotfix.jobs/jobs/manager-technical-support-ai-sequencing-at-nooks-9d7e1bb4-1243-4819-811b-7a3162ade9a9