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About the Role

As the Founding Support Lead, you will own the support function end to end. You will start by resolving customer issues to learn the product and customer base, then build systems for repeatable and scalable support, including coverage models, tooling, SLAs, and runbooks. You will manage incident response, everyday issue coverage, and escalation paths, deciding how to sequence, staff, and scale these as demand grows. This is a founding role for a builder who wants to define and scale a function.

Responsibilities

Build the Support function: define the coverage model, tooling, SLAs, runbooks, and processes that a world-class enterprise support team runs on, and own how it scales as Decagon grows.
Stand up 24/7 support and incident escalation: build the always-on support and on-call coverage our customers can depend on at any hour, so every account gets a fast, expert response.
Own resolution end to end: triage, resolve, and follow up on customer issues across the full customer base with speed and care, holding quality high as volume grows.
Go deep technically: personally resolve the hardest agent-configuration and integration issues, and become the person who understands Decagon's failure modes better than anyone.
Turn firsthand knowledge into leverage: capture what you learn into runbooks, macros, and playbooks that make every future hire faster and more consistent.
Hire and grow the team: as volume justifies it, recruit, onboard, and lead the support team, growing from an individual contributor into the leader of the function.
Make support a growth lever: become the trusted first point of contact so our forward-deployed teams can focus on deployment and expansion rather than triage, and partner with them on a clean escalation path.
Feed the front lines back into the product: surface recurring issues and customer pain to Product and Engineering so the platform gets more reliable and more self-serve over time.

Requirements

5+ years in a technical, customer-facing role such as technical support, technical account management, solutions, implementation, or support operations, ideally in B2B SaaS serving enterprise customers.
Genuinely technical and integrations-savvy. You can debug API and authentication issues (rotated credentials, tokens, webhooks), reason about how systems connect (for example ticketing platforms like Zendesk), and tell a Decagon problem apart from an upstream one. A systems-thinking mindset is essential.
A builder's instinct. You want to create the processes, tooling, and team, not just work a queue someone else designed. You are energized by ambiguity and a blank page.
A track record of ownership in high-stakes, fast-moving environments, staying calm and decisive during incidents and escalations with demanding enterprise customers.
Excellent communication and judgment. You can explain a technical issue clearly to a frustrated stakeholder, know when to escalate, and follow through until the issue is fully resolved.
Comfort being hands-on first and building the team second, with the ambition to grow into the leader of the function.
Experience standing up or scaling a support or technical support function from an early stage, including tooling selection, staffing, and 24/7 or on-call coverage models.
Working knowledge of customer support processes, systems, and best practices, and familiarity with agentic AI or conversational AI deployments in large organizations.
Hands-on experience with enterprise integrations (APIs, webhooks, ERPs, CRMs, ticketing and payment systems) and the ways they break in production.
Experience in a high-growth startup environment, and the willingness to design a follow-the-sun or BPO-supported model as coverage needs grow.

Skills

API and authentication issue debugging
Systems thinking
Communication
Judgment
Technical support
Technical account management
Solutions implementation
Support operations
B2B SaaS
Enterprise customer service
Agentic AI
Conversational AI
Enterprise integrations
Zendesk

Location

In-office

Work Type

Full-time

Experience Level

5+ years in a technical, customer-facing role
Founding member
Builder, not a caretaker

Education Level

Bachelor's degree in a Science, Technology, Engineering, or Math field, or equivalent hands-on technical experience.

Salary/Compensations

$144,000 - $180,000 + equity

Benefits

Take what you need vacation policy
Medical, Dental, and Vision benefits for you and your family
Life Insurance and Disability Benefits
Retirement Plan (e.g., 401K, pension)
Parental Leave
Fertility and family building benefits through Carrot
Daily lunches and snacks in the office

About the Company

Decagon is the leading conversational AI platform empowering every brand to deliver concierge customer experiences.
Our technology enables industry-defining enterprises like Avis Budget Group, Block’s Cash App and Square, Chime, Oura Health, and Hunter Douglas to deploy AI agents that power personalized, deeply satisfying interactions across voice, chat, email, SMS, and every other channel.
We’re building a future where customer experiences are being redefined from support tickets and hold music to faster resolutions, richer conversations, and deeper relationships.
We’re proud to be backed by world-class investors who share that vision, including a16z, Accel, Bain Capital Ventures, Coatue, and Index Ventures, along with many others.
We’re an in-office company, driven by a shared commitment to excellence and velocity.
Our values — Just Get It Done, Invent What Customers Want, Winner’s Mindset, and The Polymath Principle — shape how we work and grow as a team.