AI Product Support Lead San Francisco

The Role

You are the AI Product Support Lead. You will build autonomous systems that gets back to users quickly and solves their problems quickly and to do this - you will get into the weeds and display extreme ownership. You will be doing support. You will be in Zendesk. You will pick up the phone. You will also build the workflows, deploy the AI, and partner with engineering and product to eliminate the root causes of tickets before they happen.

You will lead a team of two and have real influence across engineering, product, and operations. You report directly to the CEO.

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

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.

About Wonderschool

We build software and AI systems for the childcare industry. We help providers manage operations, governments run large-scale childcare programs, and families find care. We are Series B (a16z, Goldman Sachs, First Round Capital), cash flow positive, and growing.

A core part of our strategy is using AI to transform how work gets done. We deploy multi-agent systems across operations, product, and customer experience. Support is next.

Location

In-person, 5-6 days a week in our office in Rincon Hill, San Francisco.

Compensation

Market salary with equity and benefits.