Description
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 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
What Good Looks Like
1. Support that never stacks up
- SLAs are tight and consistently met
- Every open ticket has a clear owner and next action
- CSAT and NPS move in the right direction quarter over quarter
2. AI doing the right work
- Tier-1 volume is substantially automated
- Agents surface the right signals at the right time
- You are continuously evaluating and improving, not just maintaining
3. Support reducing the need for itself
- 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
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
Wonderschool builds 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.
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