Director of Production Support, WRITER
$195.2-225k
+ Equity
Enterprise AI platform for agentic work
Job no longer available
Enterprise AI platform for agentic work
501-1000 employees
Job no longer available
$195.2-225k
+ Equity
501-1000 employees
Company mission
To bring generative AI to the enterprise.
Role
Who you are
- An experienced technical support leader: You have 7+ years of experience in technical support, with at least 3 years spent managing a team in an enterprise PaaS or API-first environment
- A support transformation leader: You have a proven track record of not just managing a support function, but fundamentally transforming it using automation and AI. You have personally used an AI platform to agentify and improve support workflows
- A proven AI builder: You have demonstrable, hands-on experience building and delivering AI agents or similar complex AI solutions. You have likely been an AI Architect, , a Solutions Architect, or held a similar role in the past. You don't just manage the technology—you have built it
- Technically credible & hands-on: You are adept at navigating bespoke software and understand that custom agents have unique failure modes. Your past experience as a builder gives you immediate credibility with engineering and delivery teams
- A process builder: You love creating order from chaos and have a proven track record of designing scalable support processes, ticketing workflows, and SLAs for a technical product
- A cross-functional partner: You are skilled at working with and influencing teams you don't directly manage to ensure the stability of the entire WRITER.AI ecosystem
What the job involves
- As the Director of WRITER production support, you will lead the function that guarantees the operational success of our customers' mission-critical WRITER Agents
- This is a unique leadership role with a dual mandate: first, to build and lead a world-class human support organization, and second, to architect the AI-driven future of that organization by agentifying our own support processes on the WRITER platform
- Your first-hand experience building and delivering AI agents makes you uniquely qualified to lead this team
- You understand the complexities of production AI from the inside out
- You will be responsible for supporting everything from standardized vertical solutions to the highly complex, custom agents that power our customers' core operations, all while turning your own department into a showcase for AI-powered efficiency
- This is a rare opportunity to build the support organization of the future, from the ground up
- You will not just be managing a team; you will be a player-coach, a strategist, and a builder, creating a function that is both a world-class human support team and a living testament to the transformative power of the WRITER platform itself
- Build the WRITER support team: Recruit, hire, and mentor a team of platform support engineers, prioritizing candidates who share a builder's mindset and a deep curiosity for how WRITER Agents work. You will define the hiring profile for individuals who can effectively triage and debug issues within the WRITER.AI ecosystem, from platform-level configurations to the behavior of individual WRITER Agents
- Agentify our own support: Develop and execute a roadmap to transform our support function using the WRITER.AI platform. You will "eat our own dog food," building a suite of internal agents to automate triage, diagnosis, knowledge retrieval, and resolution, creating a model for AI-driven operational excellence
- Design the agent support process: Architect our entire production support workflow, establishing definitive, AI-first escalation paths. This includes creating specialized triage processes for custom complex agents that directly involve the original builders when necessary
- Own the agent knowledge base: Champion and build our technical knowledge base, with a focus on making this knowledge accessible to both human engineers and the support agents you build
- Be the voice of the customer in crisis: Serve as the incident commander during P0 issues, leveraging your deep technical understanding of WRITER agents to guide your team and communicate with credibility and confidence
- Drive platform & agent Insights: Implement and own all support metrics. You will analyze data from both human- and agent-led resolutions to provide the WRITER product organization with unparalleled insights into platform reliability and customer pain points
Our take
AI-assisted writing tools have taken off over recent years. With the likes of high-exposure company Grammarly accelerating adoption of such tools, a flurry of startups have appeared to offer their own takes. WRITER’s angle is to leverage AI as a means of standardizing and scaling both content and communications for business teams. The tool offers auto filling and inline suggestions that keep content aligned with pre-determined company language and style guides.
This branded fine-tuning function distinguishes it from full copy-generation competitors, as well as from Grammarly itself, which is a more generalist copyediting tool. It subsequently caters to major enterprise clients looking to maintain standards across multiple and sprawling teams, and the company has managed to net major clients like Deloitte, Twitter, UiPath, and Accenture.
While AI-related buzz remains solidly around generative AI's like ChatGPT and Bard, WRITER's narrow target market - in which it has already found success - supplies plenty of scope to grow, as AI copyediting tools look set to rapidly become content industry standard. With continued new launches and updates to its offerings, as well as an impressive $200 million Series C awarded in 2024, the company is well-placed for further success.
Steph
Company Specialist at Welcome to the Jungle
Insights
229% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Nov 2024
$200m
SERIES C
Sep 2023
$100m
SERIES B
Total funding: $326m
Company benefits
- Health: Selection of employer-covered medical plans, plus dental, vision, life insurance, and FSA.
- Family-friendly: Competitive parental leave policy, working parents can truly own their schedules.
- Hybrid culture: We’re built around a mix of in office collaboration and remote work when needed.
- Finance: Company stock options, plus a 401k plan with employer contributions.
- Growth: Learning and development stipend and generous PTO.
- SF/NY/London office space: Three beautiful sunny offices in three incredibly exciting cities.
Company HQ
Union Square, San Francisco, CA
Leadership
May Habib
(Co-Founder & CEO)Harvard economics graduate, who was previously VP of sovereign wealth fund Mubadala Development Company, and a global shaper at the World Economic Forum. Also co-founded Qordoba.
Waseem Alshikh
(Co-Founder & CTO)Previously co-founded CloudAppers, then served as CTO at iMENA. Subsequently co-founded AI content editor Qordoba.
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