💼 About This Role

You'll build and scale a world-class support function for an AI-native tax platform serving 2,500+ customers. You'll own key metrics like CSAT and NPS while leveraging AI and automation to handle complex tax inquiries. This role offers direct impact on product and operations at a fast-growing startup.

🎯 What You'll Do

• Lead and evolve the Customer Support organization
• Implement AI and automation to scale support processes
• Manage a team of 20+ support representatives
• Partner cross-functionally with Product, Engineering, and GTM

📋 Requirements

• Experience building or scaling Customer Support in high-growth environments
• Ownership of support metrics like CSAT, NPS, and resolution times
• Strong operator with experience building scalable processes
• Modern and AI-forward mindset leveraging automation tools

✨ Nice to Have

• Experience in Fintech, SaaS, or tax/finance workflows
• Background in high-growth startup environments (Series C+)

🎁 Benefits & Perks

• 💰 Competitive compensation with meaningful equity
• 📈 Strong growth opportunities in a fast-growing company
• 🏖️ Flexible work environment (hybrid in SF Bay Area)

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Screen· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Panel Interview· 60 min