AI Product Support Lead

Join Wonderschool as the AI Product Support Lead, where you will build autonomous systems to quickly address user issues. You will handle support directly in Zendesk, monitor needs surfaced by AI agents, and own customer satisfaction metrics. You will lead a team of two and have a significant influence across engineering, product, and operations.

• Assurer la gestion des tickets et le support téléphonique dans Zendesk pour tous les produits de Wonderschool.
• Construire et opérer des workflows de support alimentés par l'IA en utilisant Lorikeet, OpenClaw et Hermes.
• Diriger une équipe de deux personnes, établir des normes et développer les compétences de l'équipe.
• Every open ticket has a clear owner and next action
• Nothing slips and you notice before anyone else does
• Documentation is clean enough that anyone could pick up a task mid-flight
• Ticket volume per active user trends down over time
• Every customer communication is clear, warm, and fast
• Recurring issues become product requirements, not permanent fixtures
• CSAT and NPS move in the right direction quarter over quarter
• What Good Looks Like:
• You are continuously evaluating and improving, not just maintaining
• SLAs are tight and consistently met
• Engineering knows exactly what to build next because you told them clearly
• Systems builder first: you do not just manage a queue, you redesign it. Track record using AI to run or transform a support function
• Tier-1 volume is substantially automated
• Agents surface the right signals at the right time
• 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
• Five to six days in office