Customer Support Lead

ABOUT MANTLE We’re building an AI agent to help families support their aging parents (origin story here https://www.linkedin.com/feed/update/urn:li:activity:7358605175294496768/).   Over 40M “sandwich generation” Americans currently manage their parent’s affairs. Keeping mom/dad safe and supported is like a second job: it’s time-consuming, stressful and on top of their already busy lives. We believe that managing our parents’ affairs should feel under control, easier and lower stress.   Co-founded by serial entrepreneur partners including Ted Zagat https://www.linkedin.com/in/tedzagat, who sold his previous businesses to Slack (announcement here https://slack.com/blog/news/slack-acquisition-connecting-employees) and Google (Zagat restaurant guides). THE ROLE We are looking for a Customer Support Lead to be the voice of Mantle for the families we serve. Behind every family is a real situation, and when they reach out, they need someone who is fast, warm and genuinely helpful. You will work side-by-side with the founders, product and engineering to make sure every family gets real results, and turn what you learn into a better product. This is a role for a builder. In the early days, you'll be answering tickets, onboarding families and handling tricky situations yourself. It's not just about support; it's about the unglamorous work of documenting every issue, writing the playbooks, and spotting the patterns that let us fix problems at the source. You'll be the one doing the manual work today so we can build the support systems, and the AI, of tomorrow. WHAT YOU'LL BUILD - Support function: Stand up the tools, processes and service standards for supporting Mantle's families. - Family onboarding: Help new families get set up and get value from Mantle quickly. - Help center and playbooks: Create the documentation that answers common questions and guides how we handle complex ones. - AI partnership: Review and improve how our AI agent handles conversations, and define when a human needs to step in. - Voice of the customer: Bring what families need back into our product and roadmap. - Support analytics: Track response times, satisfaction and top issues, and drive them in the right direction. WHAT WE'RE LOOKING FOR REQUIRED EXPERIENCE - 4+ years of customer support or customer experience experience, ideally at a consumer startup or high-growth company - Experience supporting customers through complex or sensitive situations with empathy and good judgment - 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 IDEAL BACKGROUND - Early-stage startup experience, ideally as the first support or customer experience hire - Experience supporting a subscription or financial product - Experience working alongside AI support tools or reviewing AI-generated responses - Personal experience helping a parent or family member manage their affairs - Nice to have, but not required: experience with FinTech WHO THRIVES HERE - Builders: You love creating things from scratch and taking full ownership - Empathetic: You meet families where they are, especially on hard days - Systems-minded: You turn every solved problem into a better process - Great collaborator: You foster great working relationships - AI-forward: You embrace modern AI - Autonomous: You thrive with minimal direction - Mission-driven: You care about what we're building WHAT YOU'LL GET - Meaningful work: Help real families with some of the most important moments in their lives, with fast pace and huge financial potential - 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 in San Francisco