AI Product Support Lead

🏢 Wonderschool · 📍 San Francisco

⚡ Direct Talent Broker Referral

Why apply through CandidatesReach?

✔ Tailored Executive Endorsement Letter: Highlight your real strengths and verified background directly to hiring leads.

✔ Your Preferred Screening Terms: Choose between a 1-minute quick phone screen or scheduled email calendar.

✔ $500 Cash Hiring Bonus: Receive $500 direct cash reward after 30 days of active employment.

Position Summary & Responsibilities

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 get back to users quickly and solve their problems. 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

🎯 Candidate Preparation Guide For Wonderschool Applicants

Key Role Competencies & Evaluation Highlights

Key Role Focus:

Evaluates your ability to balance mission-driven early education impact with rigorous marketplace scaling and operational execution.

📋 Preparation Priorities (Key Areas to Clarify):

1. Treating childcare purely as a software problem without understanding offline operational realities.
2. Lack of patience for regulatory and compliance constraints.
3. Inability to show scrappiness in early-stage growth contexts.

✨ Recommended Role Alignment Hook:

I build hyper-scalable marketplace loops that solve complex, offline operational bottlenecks without losing sight of the core human mission.

🔒 Free Candidate Preparation Access

Unlock Preparation Priorities & Alignment Hook

🤝 Talent Broker Referral · $500 Bonus Included

Apply for AI Product Support Lead

Setup your contact terms & referral note to get recommended directly to the hiring lead at Wonderschool.

⚡ Continue with Google (Instant Setup)

or with email

Already have an account? Sign in here