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About the Role
We are looking for a Customer Support Lead to be the voice of Mantle for the families we serve. You will work side-by-side with the founders, product and engineering to ensure every family gets real results and translate learnings into product improvements. This is a builder role where you will answer tickets, onboard families, handle complex situations, document issues, write playbooks, and identify patterns to fix problems at the source.
Responsibilities
- Stand up the tools, processes and service standards for supporting Mantle's families.
- Help new families get set up and get value from Mantle quickly.
- Create the documentation that answers common questions and guides how we handle complex ones.
- Review and improve how our AI agent handles conversations, and define when a human needs to step in.
- Bring what families need back into our product and roadmap.
- Track response times, satisfaction and top issues, and drive them in the right direction.
Requirements
- 4+ years of customer support or customer experience experience, ideally at a consumer startup or high-growth company
- Experience supporting customers through complex or sensitive situations with empathy and good judgment
- Hands-on experience with support tools (e.g. Zendesk, Intercom, Front)
- Track record of building processes and documentation from scratch
- Excellent written communication
- Savvy with AI tools (LLMs, agents) to increase your own personal leverage
Skills
- Customer support
- Customer experience
- Empathy
- Good judgment
- Support tools (Zendesk, Intercom, Front)
- Process building
- Documentation creation
- Written communication
- AI tools (LLMs, agents)
Location
- San Francisco
Work Type
- In-person (Monday-Thursday)
- Remote (Friday)
Experience Level
- 4+ years of customer support or customer experience experience
Benefits
- Meaningful work
- Fast pace
- Huge financial potential
- Founding scope
- Partnership with founders
- Learning & growth opportunities
- Real ownership
- Remote Fridays
About the Company
- We’re building an AI agent to help families support their aging parents.
- Over 40M “sandwich generation” Americans currently manage their parent’s affairs.
- Co-founded by serial entrepreneur partners including Ted Zagat, who sold his previous businesses to Slack and Google.