Customer Support Lead

The San Francisco Compute Company•San Francisco, CA

6d•$200,000 - $270,000•Hybrid

About The Position

We run GPU and AI infrastructure for enterprise customers, and support is the front line of that experience. We're hiring a hands-on Customer Support Lead to own day-to-day customer support and success - the team, the tooling, and the metrics that keep customers live, productive, and loyal. You'll build a repeatable process where there's little or none, escalate hard problems fast, and make customers feel like we've got their back 24/7. It's a builder's seat: you'll shape how support scales as we grow.

Requirements

5+ years in customer support, technical support, or customer success, with experience leading a team (dotted line and solid line alike)
Experience supporting technical customers - ideally cloud, infrastructure, GPU/AI, HPC, or data-center adjacent. You don't have to be an engineer
A track record of building or tightening a support operation (process, tooling, SLAs), not just running one
Metrics-obsessed - you live in CSAT, resolution times, and SLA data, and you use them to decide
Comfortable with AI/automation tooling and eager to make a small team punch above its weight
Calm under fire, organized, and genuinely cares about the customer

Nice To Haves

24/7 or multi-region support coverage experience
Familiarity with GPU/AI infrastructure, Linux, NVIDIA/AMD hardware, or managed services
Experience coordinating with MSPs, colocation/data-center operators, or hardware OEMs on escalations

Responsibilities

Lead and grow a support function that will partner with our engineers for our customers
Build and maintain the runbooks, SOPs, and escalation paths the team operates against every day
Partner with Engineering leadership to evolve our support coverage and scheduling so response is fast and consistent - right-sized to our SLAs, not over- or under-staffed
Drive the customer support experience end to end; be the reason customers stay
Own the metrics that matter - CSAT, first-response and time-to-resolve, SLA compliance - and drive them quarter over quarter
Partner with Engineering on incident response and escalation, coordinating with colocation/data-center partners, and hardware OEMs on deep technical or facility-level issues
Own the support stack - ticketing, monitoring/alerting, knowledge base - and keep it clean and useful
Instrument the work, then automate the repeatable parts. Use AI-driven tooling (sentiment analysis, automated triage, drafted responses) to extend the team's reach. We iterate into automation as we learn the failure modes - we don't bolt it on blind

Benefits

Generous equity grant
Competitive salary along with equity in the company
Visa Sponsorships
We match 401(k) plans up to 4%
Competitive medical, dental, vision insurance for employees and dependents and cover 100% of premiums
Unlimited paid time off
10+ observed holidays
Paid time off for biological, adoptive, and foster parents
Daily lunch
Unlimited office book budget