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About the Role

Ambrook is seeking a Support Lead to manage the customer support experience and establish a feedback loop that enhances product development. This role involves leveraging customer interactions as a rich data stream to identify product strengths and weaknesses, design delightful experiences, and transform support into a high-leverage product surface. The Support Lead will guide a team of technically-minded product experts utilizing AI, own the strategy for AI systems and tooling, and ensure customer signals inform engineering, product, design, sales, and marketing roadmaps. This position offers the opportunity to work with dedicated business owners focused on long-term operational viability, directly influencing the product roadmap through a world-class support experience.

Responsibilities

• Master product knowledge to independently resolve customer inquiries.
• Conduct a comprehensive audit of the support experience to identify improvement areas.
• Articulate product strengths and weaknesses based on customer needs.
• Map and optimize the feedback loop from support to product, engineering, and design.
• Develop a real-time dashboard for inbox throughput, rep performance, AI resolution rate, and top friction themes.
• Build trusted relationships with direct reports through 1:1s.
• Implement product or support system changes that measurably improve customer experience.
• Supervise AI support agents to achieve 65%+ conversation resolution and 85%+ CSAT.
• Empower the support team to translate customer signals into weekly product changes with minimal engineering involvement.
• Serve as the escalation point for complex product questions and codify solutions for team autonomy.
• Develop and implement a customer experience plan for busy seasons.
• Define career development and growth plans for team members.
• Build automated systems to convert customer signals into help content, small features, AI agent improvements, and bug fixes.
• Advocate for significant product improvements based on support feedback.
• Own voice-of-the-customer systems used by Engineering, Product, and Design for roadmap decisions.
• Co-own the 2027 support vision with the Head of Ops, including career paths and training.

Requirements

• View support as a product surface, not merely a queue.
• Ability to diagnose ticket patterns and determine appropriate solutions (product fix, help article, AI agent, human intervention).
• Experience building and leading a team.
• Proficiency in managing the employee lifecycle, including hiring, coaching, and performance management.
• Enthusiasm for fostering team growth.
• Comfort with AI and an understanding of its limitations.
• Experience implementing AI-driven workflows or agents that transform team operations.
• Adept at discerning when human intervention is necessary and defending that decision.
• Ability to connect with customers effectively, regardless of their technical or accounting comfort.
• Maintain composure under pressure and quickly build customer trust.
• Skill in coaching team members to build customer trust.
• Commitment to closing feedback loops and applying systems thinking.
• Dedication to resolving customer issues thoroughly and preventing oversights.
• Capacity to translate individual tickets into systemic improvements rather than just one-off solutions.

Skills

• Customer Support Strategy
• Product Feedback Loop Design
• AI Systems Management
• Team Leadership
• Employee Coaching
• Performance Management
• AI Workflow Development
• Customer Empathy
• Problem Solving
• Systems Thinking
• Data Analysis
• Product Improvement Advocacy

Location

• Remote
• New York City office
• Denver office

Work Type

• Remote

Experience Level

• Experience building and leading a team

Salary/Compensations

• Competitive salary

Benefits

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

About the Company

• Ambrook helps American family-run businesses become more profitable and resilient.
• Independent operators face mounting pressure from volatile markets to climate shifts.
• Sustainable investments often yield the best long-term returns, but require financial clarity and capital that fragmented legacy systems can’t provide.
• We are rebuilding the financial infrastructure that independent operators rely on.
• By replacing paperwork with modern tools for accounting, banking, and spending, Ambrook gives owners the data they need to prove viability to lenders and the next generation.
• We empower the stewards of land and labor to make confident investments in their future.
• We’re a Series A startup backed by Thrive Capital, Dylan Field, and Homebrew.
• We’re looking for early team members to help us untangle the intersection of American industry, climate, and the economy.