AI Product Support Lead

Responsibilities

• Handle tickets and phone support directly in Zendesk across all Wonderschool products
• Build and operate AI-powered support workflows to automate Tier-1 volume
• Design self-service paths to resolve issues before they reach the support queue
• Turn support volume and recurring issues into actionable product requirements
• Lead and develop a team of two support specialists
• Partner with engineering and product teams to eliminate root causes of tickets
• Own and maintain aggressive SLAs, CSAT, and NPS scorecards

Requirements

• Proven track record of using AI to transform or run a support function
• Experience building and operating autonomous systems or workflows
• Strong product instincts with the ability to write clear requirements
• Ability to handle direct phone support and engage deeply with customers
• Extreme ownership mindset and a "systems builder" approach to problem-solving
• Ability to work onsite in downtown San Francisco (5-6 days per week)

Preferred Qualifications

• Background in product management, engineering, or founding a company
• Experience working in high-growth, Series B+ environments
• Experience with multi-agent AI systems or advanced automation tools

About the Company

Wonderschool builds software and AI systems for the childcare industry. We help providers manage operations, governments run large-scale childcare programs, and families find care. We are a Series B company backed by a16z, Goldman Sachs, and First Round Capital, and we are focused on using multi-agent AI systems to transform how work gets done.