Hyperscale · 3 days ago
Founding Customer Support Manager
San Francisco
Full-time
Onsite
Mid, Senior Level
3+ years expHyperscale is building the AI-native intelligence layer for physical operations, and they are seeking a Founding Customer Support Manager to own the entire customer support experience. This role involves working directly with enterprise and mid-market carriers to ensure they maximize the value from the AI platform while building the support function from the ground up.
Transportation/Trucking/Railroad
Responsibilities
Own the full support experience for enterprise and mid-market customers, from initial onboarding through ongoing optimization
Serve as the primary technical point of contact for customer issues, troubleshooting everything from integration questions to AI agent behavior
Build deep expertise in our agentic platform and become the go-to resource for customer inquiries
Proactively identify opportunities to improve customer outcomes and drive product adoption
Build support processes, workflows, and documentation from scratch that will scale with the company
Define and track key support metrics (response time, resolution time, CSAT, etc.) and continuously improve them
Set up ticketing systems, knowledge bases, and tools to enable efficient support delivery
Create runbooks and training materials for common issues and workflows
Serve as the voice of the customer to product and engineering teams, translating support patterns into actionable insights
Work closely with founders and engineering to reproduce issues, validate fixes, and inform roadmap priorities
Participate in product reviews and customer calls to provide frontline perspective
Help shape how we build agentic features that are robust and intuitive for enterprise users
Set the standard for customer empathy, technical depth, and ownership
Build out the support team as we scale, including hiring and mentoring future team members
Shape our support culture and establish processes that balance speed with thoroughness
Contribute to cross-functional collaboration between support, product, sales, and success
Qualification
Required
3-5+ years of customer support or customer success experience, ideally in B2B SaaS or technical products
Track record of managing enterprise customer relationships and handling complex technical issues
Strong technical aptitude - comfortable learning new systems quickly and troubleshooting across different layers of the stack
Excellent written and verbal communication skills; you can explain complex technical concepts clearly to diverse audiences
Highly organized with strong attention to detail and ability to manage multiple priorities
Proactive problem-solver who takes ownership and sees things through to resolution
Comfortable with ambiguity and building processes from scratch
Preferred
Experience supporting AI/ML products or other rapidly evolving technical platforms
Background in logistics, trucking, fleet operations, or adjacent industries
Prior work at an early-stage startup or as a founding support/success hire
Experience with enterprise SaaS tools (ticketing systems, CRMs, knowledge bases)
Technical background or ability to read logs, understand APIs, and work with engineering teams directly
Benefits
Real product in production with major US fleets
Clear ROI and strong metrics already working in the wild
Direct exposure to cutting-edge agentic AI technology and how it operates in high-stakes production environments
Work closely with customers solving real operational problems and see immediate impact
Build the support function from day one, with a path to leadership as we scale
Backed by top VCs and growing quickly - doubling the team in the first half of the year
Company
Hyperscale
Hyperscale Systems pioneers voice‑first AI agents that automate complex trucking workflows from driver check‑ins to appointment scheduling.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase