Customer Support Manager, webAI
+ Performance-based incentives
Unified execution layer for AI
Job no longer available
Unified execution layer for AI
21-100 employees
Job no longer available
+ Performance-based incentives
21-100 employees
Company mission
To revolutionize the AI industry by laying the foundation for the development of Super Intelligence (SI).
Role
Who you are
- 3+ years of experience in customer support or customer experience roles, with at least 1+ year in a leadership capacity
- Proven experience in setting up or scaling a support function in a fast-growing company
- Strong knowledge of helpdesk tools and customer support automation
- Ability to create and manage self-service solutions (FAQs, knowledge base, chatbots)
- Strong problem-solving skills with a data-driven approach to decision-making
- Excellent communication and cross-functional collaboration skills
- Passion for delivering exceptional customer experiences while balancing efficiency and scalability
- Experience in a SaaS, AI, or Tech environment
- Familiarity with customer feedback loops and working closely with Product teams
- Knowledge of customer journey mapping and customer lifecycle strategies
- Education: Bachelor’s Degree, minimum
What the job involves
- We are looking for a Customer Support Manager to be the first hire for our support team
- This role is a unique opportunity to establish and lead the support function, ensuring customers receive outstanding service while building a scalable support program to accommodate future growth
- As a Customer Support Manager at a webAI, you will be responsible for building, leading, and scaling a high-performing customer support team
- You will hire, train, and mentor support specialists, fostering a customer-first culture while ensuring high engagement and efficiency
- Establishing Standard Operating Procedures (SOPs) and training programs, you will maintain service consistency and quality as the company scales
- Additionally, you will implement and optimize helpdesk tools, automation, and AI-driven support solutions to streamline workflows and enhance customer experiences
- Your role will involve monitoring key performance metrics, analyzing support trends, and continuously improving processes to ensure rapid response and resolution times
- Own and manage the end-to-end customer support experience, including ticket management, response times, and resolution workflows
- Set and monitor KPIs such as First Response Time (FRT), Resolution Time, CSAT, and NPS to maintain high customer satisfaction
- Establish support processes, SLAs, and escalation pathways to ensure consistency and efficiency
- Directly handle escalated customer issues and complex inquiries as needed
- Design and implement a customer support roadmap, ensuring the team can scale efficiently as ticket volume increases
- Develop a self-service strategy, including FAQs, knowledge base, and AI-powered chatbots, to reduce ticket volume and enhance the customer experience
- Optimize helpdesk software (Zendesk) and automation tools to improve efficiency
- Collaborate with Product, Engineering, and Sales teams to provide insights on customer pain points and feature requests
- Hire, train, and mentor a high-performing customer support team as the company grows
- Create training programs and standard operating procedures (SOPs) to ensure consistent service quality
- Foster a customer-first culture that aligns with the company’s mission and values
Our take
On a mission to democratize artificial intelligence, WebAI has built a decentralised development platform that minimises the amount of data required to build AI models. This directly challenges the assumption that big data is intrinsic to AI, and enables for local, ownable and customizable models to be made.
The company's unified execution layer helps to streamline the training and deployment of models in a way which is both scalable and flexible. Enterprises can use their existing infrastructure to run powerful models while ensuring their data never leaves their devices. Plus they can tailor each model to their needs with no coding needed.
WebAI believes that off-the-shelf AI models lack the flexibility and control required to be used in real-world tasks, which is what its platform helps to combat. This approach has attracted impressive investment that will be used to grow its development efforts and elevate its mission to democratise AI.
Steph
Company Specialist at Welcome to the Jungle
Company
Funding (2 rounds)
Sep 2024
$60m
SERIES A
Dec 2022
$17m
SEED
Total funding: $77m
Company benefits
- Performance-based incentives
- Comprehensive health, dental, and vision benefits package
- $200/mos Health and Wellness Stipend
- $400/year Continuing Education Credit
- Flexible work week
- Free parking for in-office employees
- Unlimited PTO
- Parental & Bereavement Leave
- Supplemental Life Insurance
Company HQ
Congress Avenue Historic District, Austin, TX
Leadership
David Stout
(Co-Founder & CEO)Also Founder at Ghost House Technology.
Ethan Baird
(Co-Founder & Chief Research Officer)Previously Software Programmer at Ghost House Technology and Web Technician at Revision Marketing and Design.
Tyler Mauer
(Co-Founder & Chief Innovation Officer)Previously Director of Product and Market at Ghost House Technology, and consulted at YETi, RANDY'S HOUSE and Shinola.
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