Customer Support Lead

📋 Description

• Stand up the tools, processes and service standards for supporting Mantle's families.
• Help new families get set up and get value from Mantle quickly.
• Create the documentation that answers common questions and guides how we handle complex ones.
• Review and improve how our AI agent handles conversations, and define when a human needs to step in.
• Bring what families need back into our product and roadmap.
• Track response times, satisfaction and top issues, and drive them in the right direction.

🎯 Requirements

• 4+ years of customer support or customer experience experience, ideally at a consumer startup or
• Experience supporting customers through complex or sensitive situations with empathy and good
• Hands-on experience with support tools (e.g. Zendesk, Intercom, Front).
• Track record of building processes and documentation from scratch.
• Excellent written communication.
• AI adept: savvy with AI tools (LLMs, agents) to increase your own personal leverage.

🎁 Benefits

• Meaningful work: Help real families with some of the most important moments in their lives, with
• Founding scope: Shape how Mantle supports families from the very beginning.
• Partnership with founders: Work closely with Mantle's co-founders and other company leaders.
• Learning & growth: Opportunity to build a category-defining company from the ground up.
• Real ownership: Your insight will directly shape our product, business and culture.
• Remote Fridays: Work from home every Friday. Monday through Thursday, we build together in person