Customer Support Lead

About the Company

Flux is building the world's first AI hardware engineer. Our platform enables anyone to go from idea to manufacturable board using natural language prompts, democratizing electronic design automation.

Responsibilities

• Own the support operating system including tooling, workflows, SLAs, escalations, and quality standards
• Build scalable self-serve resources such as help centers, knowledge bases, and templates
• Ship automations and integrations across support and internal systems to improve routing and prioritization
• Run a tight support-to-product loop through pattern detection, bug reporting, and root-cause partnerships
• Establish and operate key metrics including FRT, TTR, CSAT, and backlog health

Requirements

• 6+ years of experience in customer support, customer success, or technical support at a software company
• Proven experience owning systems and process improvements
• Ability to build leverage through automation and operational rigor
• Strong written and verbal communication skills for customers and internal stakeholders
• Metrics-driven approach to continuous improvement

Preferred Qualifications

• Experience supporting technical or developer tools
• Familiarity with CAD/EDA workflows
• Experience building AI-assisted support workflows