🛠 Tech Stack

💼 About This Role

You'll lead and scale support for Nooks' new AI Sequencing product line, ensuring customers are supported effectively while building systems and team. Your core impact is delivering exceptional customer experience and operationalizing feedback loops. This role stands out for being hands-on in a fast-paced startup environment.

🎯 What You'll Do

• Lead and scale a team of veteran support ICs, run weekly QA on responses
• Own day-to-day support across live chat, Slack, and email, exceeding SLAs and KPIs
• Design an AI-native shared knowledge base for a fast-growing product
• Build agents and automations to decouple team growth from ticket volume

📋 Requirements

• 5+ years in Technical Support at a B2B SaaS company
• 2+ years in a leadership or management role
• Experience building support processes at an early stage or high-growth startup
• Proven success managing support KPIs, SLAs, and CSAT in a real-time, live chat environment

✨ Nice to Have

• Shipped AI tooling in a support context
• Supported AI agent products
• Experienced with modern support stacks like Pylon, Intercom, Zendesk

🎁 Benefits & Perks

• 💰 Competitive compensation including base salary, equity, and comprehensive benefits
• 🏖️ Generous perks and benefits package

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Call· 30 min
2. 2Hiring Manager Screen· 45 min
3. 3Technical Interview· 60 min
4. 4Final Round with Team· 60 min