Manager of Technical Support, Nooks
AI Sequencing
$154-206k
+ Equity
AI-powered parallel dialer & virtual salesfloor
Open for applications
AI-powered parallel dialer & virtual salesfloor
201-500 employees
Open for applications
$154-206k
+ Equity
201-500 employees
Company mission
To automate this grunt work so salespeople can focus on the human parts of the job.
Role
Who you are
- This role is ideal for a hands-on leader who has built support functions from the ground up at an early stage startup or high-growth company, thrives on a release-fast-fix-fast product cadence, and is passionate about developing people and operationalizing customer feedback loops
- 5+ years in Technical Support, including 2+ years in a leadership or management role at a B2B SaaS company
- Experience at an early stage or high-growth startup where you built or meaningfully improved support processes from the ground up
- Proven success managing support KPIs, SLAs, and CSAT in a real-time, live chat environment across channels such as in-app messaging and Slack
- Strong troubleshooting background across technical systems such as APIs or MCPs, integrations, and VoIP
- Experience leading cross-functional initiatives with Engineering and Product in environments with fast release cadences
- Data-driven mindset with hands-on experience using support analytics to forecast problems, root-cause issues, and drive decisions
Desirable
- Shipped AI tooling in a support context (evals, retrieval, agent workflows that closed tickets end-to-end)
- Supported AI agent products. Familiarity with prompts, sequences, deliverability, or agent eval cycles
- Worked with modern support stacks (Pylon, Intercom, Zendesk) and knows the limits of each
- Familiar with sequencers like Outreach, Apollo, or Salesloft from the buyer side
- Built a knowledge base that actually deflected tickets, with analytics to prove it
What the job involves
- Customers love Nooks because we listen to them and the product moves fast
- Support is where the listening starts. The improvements we ship to our sales AI agents and models almost always trace back to feedback from a customer
- Deliver an exceptional customer experience at the front lines, and the rest of the company moves faster
- As a Technical Support Manager, you will lead and scale support for Nooks’ new AI Sequencing product line
- You will own both execution and strategy, ensuring customers are supported effectively while building the systems, processes, and team needed to scale
- Lead and scale a team of veteran support ICs (8+ years average). Hold the bar high yourself: run weekly QA on responses, take the hardest escalations, uplevel through hands-on review
- Own day-to-day support outcomes across channels such as live chat, Slack, and email, ensuring SLAs and KPIs (first response time, resolution time, CSAT) are consistently exceeded
- Design an AI-native shared knowledge base for a product that is growing incredibly fast in both users and feature surface area
- Build agents and automations that automate repetitive work in the customer lifecycle, helping us decouple team growth from ticket volume
- Represent the voice of the customer. Find patterns and trends across tickets and work directly with PM and Eng to ship fixes
Our take
For many businesses, the rise in hybrid and remote working has lessened team building and collaboration within their teams. Nooks was founded in 2020, initially as a virtual space for sales teams to collaborate and work in real-time, and to feel like they're working in the same room as their colleagues.
Nooks evolved from that social workflow premise and developed an AI dialer to automate manual tasks for sales teams. It also has a "Call Analytics" tool for sales teams to transcribe, analyse and improve upon their calls. Meanwhile, its virtual salesfloor still makes collaborating, team building and training easier for virtual teams.
While Nooks is up against large workflow management platforms such as Slack, its tight focus on sales teams lets it stand out. This speciality has led to several rounds of funding for Nooks, two of which came in 2024 off the back of massive momentum and growth for the company.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 3 rounds)
Oct 2024
$43m
SERIES B
Apr 2024
$22m
SERIES A
Total funding: $70m
Company HQ
Polk Gulch, San Francisco, CA
Leadership
Rohan Suri
(Co-Founder & Sales Leader)Previously a Software Engineering Intern at Forethought, and ML Engineer Intern at Cerebras Systems. Was also a Machine Learning Researcher at Stanford Artificial Intelligence Laboratory and a Cybersecurity Intern at Visa.
Nikhil Cheerla
(Co-Founder & CTO)Previously an ML Engineer at Tesla. Was also a Vision Lab Research Intern at Stanford University, and Engineering Intern at Lyft and Quora.
Dan L
(Co-Founder & CEO)Previously a Machine Learning Engineer at Scale AI. Worked in Quantitative Strategies at IEX Group and ML Research at Cerebras Systems.
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