AI Product Support Lead

Wonderschool•San Francisco, CA

5d•Onsite

About The Position

Wonderschool is seeking an AI Product Support Lead to build and manage a proactive support system for its diverse user base, including government agencies, childcare providers, parents, and teachers. This role focuses on leveraging AI to create scalable solutions, reduce ticket volume at the source, and ensure exceptional customer experience. The ideal candidate is a systems builder with strong product instincts and a deep connection to the customer, capable of leading a small team and influencing cross-functional departments.

Requirements

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.
Exceptional candidate from product, engineering, support, or founding backgrounds.
Product management experience is not required.

Responsibilities

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.
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.
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.
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.