Wonderschool · San Francisco
Skills: React
Most support teams react. We want to build one that prevents. Wonderschool serves government agencies, childcare providers, parents, and teachers across multiple products. This role exists to make sure every one of them gets what they need, fast, and to build the systems that make that scalable. You do not need a product management background to do this job. We are open to engineers, founders, support operators, and anyone who can build, ship, and stay deeply close to the customer. The Role You are the AI Product Support Lead. You will build autonomous systems that get back to users quickly and solve their problems. 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 Recurring issues become product requirements, not permanent fixtures Ticket volume per active user trends down over time Engineering knows exactly what to build next because you told them clearly 4. Taste and precision Every customer communication is clear, warm, and fast Documentation is clean enough that anyone could pick up a task mid-flight Nothing slips and you notice before anyone else does Wh…
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