About the role
Most support teams react. We want to build one that prevents. Wonderschool serves government agencies, childcare providers, parents, and teachers across multiple products. This role exists to make sure every one of them gets what they need, fast, and to build the systems that make that scalable. You do not need a product management background to do this job. We are open to engineers, founders, support operators, and anyone who can build, ship, and stay deeply close to the customer.
The Role You are the AI Product Support Lead. You will build autonomous systems that gets back to users quickly and solves their problems quickly and to do this - you will get into the weeds and display extreme ownership. You will be doing support. You will be in Zendesk. You will pick up the phone. You will also build the workflows, deploy the AI, and partner with engineering and product to eliminate the root causes of tickets before they happen. You will lead a team of two and have real influence across engineering, product, and operations. You report directly to the CEO.
What You'll Do Support Handle tickets and phone support directly in Zendesk across all Wonderschool products Own aggressive SLAs and hold the line on them Monitor needs surfaced by our OpenClaw and Hermes AI agents and make sure nothing falls through Own CSAT and NPS as personal scorecards AI systems Build and operate AI-powered support workflows using Lorikeet, OpenClaw, and Hermes Automate what should be automated; make the human interactions better because of it Design self-service paths that resolve issues before they reach the queue Product Turn support volume into product
requirements Write clear briefs, join engineering reviews, and ship fixes that reduce tickets at the source Be the most credible voice of the customer in every product conversation Team Lead a team of two; set the standard and develop the person alongside you Influence engineering, product, and operations through the quality of what you surface Deliver white-glove service for government and enterprise customers What Good Looks Like 1. Support that never stacks up SLAs are tight and consistently met Every open ticket has a clear owner and next action CSAT and NPS move in the right direction quarter over quarter 2. AI doing the right work Tier-1 volume is substantially automated Agents surface the right signals at the right time You are continuously evaluating and improving, not just maintaining 3. Support reducing the need for itself Recurring issues become product