About the role
About Decagon 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.
About
the Team Decagon powers customer experiences for some of the largest and most demanding enterprises in the world, across financial services, travel, healthcare, and retail. As AI agents become the primary way these companies run their customer relationships, keeping those deployments healthy, responsive, and always-on is as mission-critical as the agents themselves. Support is how we honor that trust. We are building the function that sets the benchmark for enterprise support in the AI era:
the team the world's most important brands rely on to keep their agents performing at the highest level, at any hour. It is a deeply technical, high-ownership team. This is a rare mandate, and you will be its founding member: the chance to define what world-class support looks like for the AI agent era, and to build the function that delivers it.
About
the Role As the Founding Support Lead, you own this function end to end. You will start close to the work, personally resolving customer issues across our accounts to learn the product, the failure modes, and the customer base better than anyone. From that foundation you will build the systems that make excellent support repeatable and scalable: the coverage model, tooling, SLAs, runbooks, and ultimately
