AI Product Support Lead
On-site · San Francisco, California, United States
Job Summary
Lead AI-powered customer support for Wonderschool, owning tight SLAs, CSAT/NPS metrics, and building autonomous support workflows using Lorikeet, OpenClaw, and Hermes. You will handle direct support in Zendesk, engage phone channels, and collaborate with engineering, product, and operations to reduce tickets at the source. You’ll design self-service paths, translate customer feedback into product requirements, and lead a two-person team to deliver white-glove service for government and enterprise customers. Strong emphasis on customer closeness, root-cause analysis, and turning support insights into actionable improvements. Desired versatility across product, engineering, and support disciplines and comfort communicating with executives and technical stakeholders.
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