AI Product Support Lead

The role

You will run support for Wonderschool's products, handling tickets and phone calls in Zendesk and building AI-powered support workflows. You will also turn support volume into product requirements and work with engineering and product to fix problems at the source.

What you will do

• 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 OpenClaw and Hermes AI agents and make sure nothing falls through
• Own CSAT and NPS as personal scorecards
• Build and operate AI-powered support workflows using Lorikeet, OpenClaw, and Hermes
• Design self-service paths that resolve issues before they reach the queue
• Turn support volume into product requirements
• Write clear briefs, join engineering reviews, and ship fixes that reduce tickets at the source
• Lead a team of two and develop the person alongside you
• Deliver white-glove service for government and enterprise customers

Required qualifications

• Systems builder who redesigns queues, not just manages them
• Track record using AI to run or transform a support function
• Strong product instincts: identifies root causes and writes requirements
• Genuinely close to the customer and enjoys talking to users
• Comfortable picking up the phone when needed
• Background in product, engineering, support, or founding, or exceptional in another field

Benefits

• Market salary
• Equity
• Benefits

Before you apply

• Product management experience is not required

About the company

Wonderschool builds software and AI systems for the childcare industry, helping providers manage operations, governments run childcare programs, and families find care. It is Series B (a16z, Goldman Sachs, First Round Capital), cash flow positive, and growing.