Manager, Technical Support - AI Sequencing

External

Nooks · San Francisco

$154K–$206K/yrFull-timeRemote3w ago

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About the role

Customers love Nooks because we listen to them and the product moves fast. Support is where the listening starts. The improvements we ship to our sales AI agents and models almost always trace back to feedback from a customer. Deliver an exceptional customer experience at the front lines, and the rest of the company moves faster. As a Technical Support Manager, you will lead and scale support for Nooks' new AI Sequencing product line. You will own both execution and strategy, ensuring customers are supported effectively while building the systems, processes, and team needed to scale. This role is ideal for a hands-on leader who has built support functions from the ground up at an early stage startup or high-growth company, thrives on a release-fast-fix-fast product cadence, and is passionate about developing people and operationalizing customer feedback loops.

Responsibilities

Lead and scale a team of veteran support ICs (8+ years average). Hold the bar high yourself: run weekly QA on responses, take the hardest escalations, uplevel through hands-on review.

Own day-to-day support outcomes across channels such as live chat, Slack, and email, ensuring SLAs and KPIs (first response time, resolution time, CSAT) are consistently exceeded.

Design an AI-native shared knowledge base for a product that is growing incredibly fast in both users and feature surface area.

Build agents and automations that automate repetitive work in the customer lifecycle, helping us decouple team growth from ticket volume.

Represent the voice of the customer. Find patterns and trends across tickets and work directly with PM and Eng to ship fixes.

Required Experience

5+ years in Technical Support, including 2+ years in a leadership or management role at a B2B SaaS company.

Experience at an early stage or high-growth startup where you built or meaningfully improved support processes from the ground up.

Proven success managing support KPIs, SLAs, and CSAT in a real-time, live chat environment across channels such as in-app messaging and Slack.

Strong troubleshooting background across technical systems such as APIs or MCPs, integrations, and VoIP.

Experience leading cross-functional initiatives with Engineering and Product in environments with fast release cadences.

Data-driven mindset with hands-on experience using support analytics to forecast problems, root-cause issues, and drive decisions.

Preferred Experience

Shipped AI tooling in a support context (evals, retrieval, agent workflows that closed tickets end-to-end).

Supported AI agent products. Familiarity with prompts, sequences, deliverability, or agent eval cycles.

Worked with modern support stacks (Pylon, Intercom, Zendesk) and knows the limits of each.

Familiar with sequencers like Outreach, Apollo, or Salesloft from the buyer side.

Built a knowledge base that actually deflected tickets, with analytics to prove it.

Equal Employment Opportunity Statement

Nooks does not discriminate in hiring, promotion, compensation, or any other employment practices, and we are committed to ensuring a workplace that is free from discrimination, harassment, and retaliation. We encourage individuals from all backgrounds to apply and join our team.

Manager, Technical Support - AI Sequencing

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