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 RoleYou are the AI Product Support Lead. You will build autonomous systems that gets back to users quickly and solves their problems quickly and 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 DoSupport
- 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
1. Support that never stacks up
- SLAs are tight and consistently met
- Every open ticket has a clear owner and next action
- CSAT and NPS move in the right direction quarter over quarter
2. AI doing the right work
- Tier-1 volume is substantially automated
- Agents surface the right signals at the right time
- You are continuously evaluating and improving, not just maintaining
3. Support reducing the need for itself
- Recurring issues become product requirements, not permanent fixtures
- Ticket volume per active user trends down over time
- Engineering knows exactly what to build next because you told them clearly
4. Taste and precision
- Every customer communication is clear, warm, and fast
- Documentation is clean enough that anyone could pick up a task mid-flight
- Nothing slips and you notice before anyone else does
Systems builder first: you do not just manage a queue, you redesign it. Track record using AI to run or transform a support function. Strong product instincts: you identify root causes and write requirements, not just escalate. Genuinely close to the customer: you love talking to users, not just reading about them. Nothing slips, and that is personal, not performative. Comfortable picking up the phone when that is what it takes. Might have come from product, engineering, support, or founding: we are open if you are exceptional. Product management experience is not required.
About WonderschoolWonderschool builds software and AI systems for the childcare industry. We help providers manage operations, governments run large-scale childcare programs, and families find care. We are Series B (a16z, Goldman Sachs, First Round Capital), cash flow positive, and growing.
A core part of our strategy is using AI to transform how work gets done. We deploy multi-agent systems across operations, product, and customer experience. Support is next.
LocationDowntown, San Francisco. Five to six days in office.
CompensationMarket salary with equity and benefits.
Skills Required
- Experience operating support in Zendesk
- Track record using AI or multi-agent systems to run or transform a support function (e.g., Lorikeet, OpenClaw, Hermes)
- Experience building and operating AI-powered support workflows and automations
- Proven ability to own SLAs, CSAT, and NPS metrics
- Experience turning support signals into product requirements and writing clear briefs
- Leadership experience managing and developing a small support team
- Comfort with direct customer contact including phone support
- Ability to work on-site in Downtown San Francisco five to six days per week
Wonderschool Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Wonderschool and has not been reviewed or approved by Wonderschool.
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Healthcare Strength — Employer-paid medical premiums for employees and substantial dependent coverage are highlighted across postings, indicating robust healthcare value. This materially elevates total compensation, especially for those covering families.
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Leave & Time Off Breadth — The time-off program includes flexible PTO, paid holidays, a winter company shutdown, and recurring mental health days. This provides predictable rest periods in addition to flexible leave.
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Wellbeing & Lifestyle Benefits — Remote-friendly stipends like home-office setup and monthly Wi‑Fi, plus a monthly wellness/gym reimbursement, are consistently called out in postings. Such perks support day-to-day work and personal wellbeing.
Wonderschool Insights
What We Do
At Wonderschool (www.wonderschool.com) our mission is to ensure every child has access to early education that helps them realize their potential. There is a major shortage of childcare and preschools in the United States and we believe one of the best ways to increase access for families is to help teachers start great child cares and preschools out of their homes. We provide assistance with licensing, setting up a classroom, setting pricing, building a website, matching parents to their program, operating a school day to day, and everything in between. Our goal is to build product to let teachers focus on what they do best – caring for and educating children
