Customer Support Manager

Title: Customer Support Manager

Company: webAI, Inc.

Location: Austin, TX

Type: Full-Time, Salaried Exempt

Experience: 3+ Years

Education: Bachelor’s Degree, minimum

About Us:

We are establishing the first distributed Al infrastructure dedicated to personalized Al.

The evolving needs of a data-driven society are demanding scalability and flexibility. We believe that the future of Al is distributed and enables real-time data processing at the edge, closer to where data is generated. We are building a future where a company's data and IP remains private and it's possible to bring large models directly to consumer hardware without removing information from the model.

About the role:

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.

Key Responsibilities:

Operational Management:

• 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.

Building a Scalable Support Program:

• 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.

Team Leadership & Growth:

• 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.

Qualifications:

• 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.

We at webAI are committed to living out the core values we have put in place as the foundation on which we operate as a team. We seek individuals who exemplify the following:

• Truth - Emphasizing transparency and honesty in every interaction and decision.
• Ownership - Taking full responsibility for one’s actions and decisions, demonstrating commitment to the success of our clients.
• Tenacity - Persisting in the face of challenges and setbacks, continually striving for excellence and improvement. 
• Humility - Maintaining a respectful and learning-oriented mindset, acknowledging the strengths and contributions of others.

Benefits:

• Competitive salary and 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

webAI is an Equal Opportunity Employer and does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, it is the policy of webAI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations and ordinances where a particular employee works.