User Support Lead

Figure • San Jose, CA

11h

About The Position

We are looking for a User Support Lead to build, run, and scale our user support team. Your team will be the first line of response for our users. Its core mission is to surface, reproduce, and route bugs in our internal application quickly and accurately so that engineering can fix what matters most. You will own the support operation end to end: the people, the processes, and the tooling. This is a high-ownership role where great support work directly improves the quality of the product.

Requirements

• 5+ years of experience in user or customer support for a software product, including 2+ years building or leading a support team
• Hands-on experience administering and optimizing modern support platforms such as Sierra, Intercom, or similar tools (e.g., Zendesk, Front, Ada)
• Experience deploying and tuning AI-powered support agents, including flow design, guardrails, and escalation logic
• Strong technical troubleshooting instincts: able to reproduce issues, isolate variables, and write bug reports engineers can act on immediately
• Track record of building a support operation from scratch or scaling one significantly
• Excellent written communication: clear, warm, and precise with users and internal teams alike
• Strong analytical skills; comfortable using support data to drive decisions and report to leadership

Nice To Haves

• Experience running support for internal tools or technical user bases
• Familiarity with JIRA (or similar) for bug triage and cross-team escalation
• Experience with QA or defect management processes
• Experience defining SLAs and building QA programs for support quality
• A passion for helping scale the deployment of humanoid robots

Responsibilities

• Own the full user support function: strategy, day-to-day operations, tooling, and quality
• Build and operate the support queue, ensuring inbound issues are answered, investigated, and resolved within response-time and satisfaction targets
• Build the team: hire, onboard, coach, and manage support specialists as volume and scope grow
• Design workflows that turn user reports into well-documented, reproducible, prioritized bug tickets for engineering
• Build, configure, and continuously improve our support stack using platforms such as Sierra and Intercom, including AI agent flows, macros, and escalation paths
• Create and maintain internal documentation, triage playbooks, and a self-serve knowledge base to deflect repeat issues
• Define and report on key metrics for both support performance (CSAT, first response time, resolution time) and bug discovery (time to reproduction, escalation accuracy, defect signal quality)
• Serve as the escalation point for complex, sensitive, or high-priority issues
• Partner closely with engineering and product to triage findings, identify recurring pain points, and close the loop with affected users

What This Job Offers

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