Hedra is looking for a seasoned Support Manager to build/lead our customer support team and enhance the way we serve our users. The right candidate will be both tech-savvy and deeply familiar with content creation, with a strong background in leading support teams and improving user experiences.
RoleLead and support a team of agents and specialists to provide fast, thoughtful, and effective assistance to users.
Develop and optimize support workflows, processes, and tools to ensure a high-quality customer experience.
Partner with Product, Engineering, and Marketing to represent user feedback and drive improvements.
Resolve complex or escalated support issues with professionalism and efficiency.
At least 5 years of experience in customer support or success roles, ideally in creative tooling or related industries.
3–5 years managing or leading support teams.
Player/Coach mentality: spend time answering support requests daily.
Excellent communication, organizational, and conflict resolution abilities.
Experience with tools like Pylon, Intercom, Zendesk, and Linear.
Deep understanding of how our content creators, marketers, or creative agencies work.
Ability to work in-person at least twice a week from one of our offices (SF or NY)
Self-motivated and independent — able to set accurate timelines for development and deliver on them. Have an opinion and the experience to backup that opinion.
Low ego, high patience, strong communication skills.
Understand operational costs and overhead short and long term.
Mission-driven — we are building something fundamentally disruptive and this reflects deeply in our company DNA.
And most importantly, treat Hedra as your own and help shape the vision accordingly
Competitive compensation and equity
401k
Healthcare (Silver PPO Medical, Vision, Dental)
Lunch and snacks at the office
Top Skills
What We Do
Hedra is an AI native platform for multimodal creation. The platform is built around their own cutting-edge proprietary video model, Character-3, which is the first multimodal model in production. Alongside Character-3, the platform also brings other leading foundation models into one ecosystem spanning generative images, video, and audio. Prosumer and enterprise users leverage Hedra to generate content ranging from viral social media to branded content marketing.
Why Work With Us
We're an early-stage team that moves very fast and is building at the leading edge of AI/Media. Every employee takes on a lot of ownership and has an opportunity to learn and grow rapidly.
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Hedra Offices
OnSite Workspace
Hedra's main office is in San Francisco and secondary hub is in New York.
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