Support Lead

Ambrook • New York, NY

3d • $110,000 - $155,000 • Remote

About The Position

We're hiring a Support Lead to own the overall customer support experience at Ambrook and to build the feedback loop that turns every customer interaction into a faster, smarter product. Customer support is one of the richest data streams we have. Every chat, call, and AI-agent conversation tells us where the product is working, where it isn't, and what would make our customers' day. The job of this role is to harness that data. You’ll fix friction at the source, design for moments of delight, and make support into one of the highest-leverage product surfaces at the company. That means leading a team of technically-minded product experts who use AI as their default operating layer, owning the strategy for our AI systems and tooling, and staying deeply connected to engineering, product, design, sales, and marketing so customer signals show up in the roadmap. You’ll get to work directly with some of the best customers out there—genuine, down-to-earth business owners across the country who care about making sure their operations are around for the next generation, and see the impact that financial ownership and clarity have on their lives first-hand every day. If you’d be energized by sitting at the intersection of the customer experience, product, and engineering and having the agency to build a world-class support experience that directly influences the roadmap, we want to hear from you.

Requirements

• Know the product inside and out.
• Go deep on understanding our customers and understand enough to answer most inbox questions independently.
• Audit the full support experience.
• Identify the highest-leverage places improvement and clearly articulate where the product is and isn't meeting our customer’s needs.
• Map the feedback loop from support back into product, engineering, and design.
• Figure out where it's working, where it's leaky, and where it doesn't exist yet.
• Build a baseline dashboard covering inbox throughput, per-rep performance, AI resolution rate, and top friction themes that gives you a real-time pulse on what’s going on.
• Take over 1:1s and begin building trusted relationships with your direct reports.
• See support as a product surface, not a queue to clear.
• Look at a pattern of tickets and decide whether the answer is a product fix, a help article, an AI agent improvement, or a human stepping in, and then go do it.
• Built and led a team.
• Managed the employee lifecycle including hiring, coaching, and performance management.
• Comfortable with AI and honest about its limits.
• Shipped workflows or agents that changed how a team operates.
• Know when a human is needed, and aren’t afraid to make and defend that call.
• Meet customers where they are.
• Remain calm under pressure and can quickly build trust and understanding with customers, regardless of their comfort with accounting and software.
• Coach your team to do the same.
• Close loops and think in systems.
• Committed to resolving issues with customers and making sure nothing falls through the cracks, but can also pull back and make sure that the individual tickets ladder into better systems, not just solving one-off problems.

Nice To Haves

• Energized by helping people grow.
• See the impact that financial ownership and clarity have on their lives first-hand every day.

Responsibilities

• Own the overall customer support experience at Ambrook.
• Build the feedback loop that turns every customer interaction into a faster, smarter product.
• Fix friction at the source, design for moments of delight, and make support into one of the highest-leverage product surfaces at the company.
• Lead a team of technically-minded product experts who use AI as their default operating layer.
• Own the strategy for our AI systems and tooling.
• Stay deeply connected to engineering, product, design, sales, and marketing so customer signals show up in the roadmap.
• Ship at least one major change to the product or the support system based on what wasn’t working when you started—either directly yourself or through closely partnering with EPD—that measurably improved the customer experience.
• Supervise AI support agents that are resolving 65%+ of conversations with an 85%+ CSAT, meaning customers get fast, accurate help even when our human team is offline.
• Empower support team members to turn customer signal into shipped changes on a weekly basis with minimal engineering involvement.
• Serve as the escalation point for the team's thorniest product questions, and codify that judgment so the team can handle it next time without you.
• Implement a plan for the customer experience through our busy season (tax season + new-customer surge) that gives the team and leadership confidence that the customer experience will remain excellent throughout.
• Define career development plans and growth trajectories for your team members.
• Build automated systems to reliably turn customer signal into shipped help content, small features, AI agent improvements, and bug fixes with limited engineering dependency.
• Advocate for major improvements in the product and report out on changes that have resulted from a strong “support-to-product” feedback loop.
• Own voice-of-the-customer systems that Engineering, Product, and Design rely on and use to make roadmap decisions.
• Co-own the 2027 vision for support at Ambrook with the Head of Ops including a career path and training for our support team.

Benefits

• Competitive salary
• Health insurance
• 401(k) with matching contribution
• Flexible vacation time
• Flexible work hours
• Work-from-home/remote office stipend, or desk at Ambrook’s NYC office or Denver office
• Wellness stipend
• Professional development stipend

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed