Customer Support Lead

Job description

We're building the company which will de-risk the largest infrastructure build-out in history. When people finance GPU clusters, the datacenters housing them, and the infrastructure powering them, they need "offtake" - meaning someone has signed a contract to lease the cluster for a period of time before its even built. Financing a GPU cluster is inherently risky, since margins are thin and volumes are huge. Lenders don't want to take on the risk that cluster developers can't repay their loan, and cluster developers really don't want to risk not selling their cluster. As a result, risk is offloaded to the customer using fixed-price long-term contracts. If you don't mitigate this customer risk, there's a bubble. This isn't SaaS anymore - application layer companies sign multi-year contracts for computer and inference, but sell to customers on monthly subscriptions. If you mess up a purchase, it's game over: a minor shift in your revenue growth rate might mean the difference between profit or bankruptcy. But what if companies could exit their contract by selling it back to the market? Otherwise, as AI scales, compute only becomes available to folks who can effectively take on that risk. A 2-person startup in a San Francisco Victorian can't realistically sign a 5-year take or pay contract on $100m supercomputers. But they may be able to buy the month of liquidity that someone else sold back. So that's what we make: a liquid market for GPU offtake. ABOUT THE ROLE We run GPU and AI infrastructure for enterprise customers, and support is the front line of that experience. We're hiring a hands-on Customer Support Lead to own day-to-day customer support and success - the team, the tooling, and the metrics that keep customers live, productive, and loyal. You'll build a repeatable process where there's little or none, escalate hard problems fast, and make customers feel like we've got their back 24/7. It's a builder's seat: you'll shape how support scales as we grow. WHAT YOU WILL OWN Team & Operations - Lead and grow a support function that will partner with our engineers to deliver world-class end-to-end customer support. - Build and maintain the runbooks, SOPs, and escalation paths the team operates against every day - Partner with Engineering leadership to evolve our support coverage and scheduling so response is fast and consistent - right-sized to our SLAs, not over- or under-staffed Customer Experience & SLAs - Drive the customer support experience end to end; be the reason customers stay - Own the metrics that matter - CSAT, first-response and time-to-resolve, SLA compliance - and drive them quarter over quarter - Partner with Engineering on incident response and escalation, coordinating with colocation/data-center partners, and hardware OEMs on deep technical or facility-level issues Tooling & AI-Enabled Workflows - Own the support stack - ticketing, monitoring/alerting, knowledge base - and keep it clean and useful - Instrument the work, then automate the repeatable parts. Use AI-driven tooling (sentiment analysis, automated triage, drafted responses) to extend the team's reach. We iterate into automation as we learn the failure modes - we don't bolt it on blind ABOUT YOU - 5+ years in customer support, technical support, or customer success, with experience leading a team (dotted line and solid line alike) - Experience supporting technical customers - ideally cloud, infrastructure, GPU/AI, HPC, or data-center adjacent. You don't have to be an engineer - A track record of building or tightening a support operation (process, tooling, SLAs), not just running one - Metrics-obsessed - you live in CSAT, resolution times, and SLA data, and you use them to decide - Comfortable with AI/automation tooling and eager to make a small team punch above its weight - Calm under fire, organized, and genuinely cares about the customer - You’re open to coming in to our San Francisco office 3-4 days per week - You’re open to domestic travel when required NICE TO HAVES - 24/7 or multi-region support coverage experience - Familiarity with GPU/AI infrastructure, Linux, NVIDIA/AMD hardware, or managed services - Experience coordinating with MSPs, colocation/data-center operators, or hardware OEMs on escalations BENEFITS GENEROUS EQUITY GRANT Team members are offered a competitive salary along with equity in the company VISA SPONSORSHIPS Yes, we sponsor visas and work permits RETIREMENT MATCHING We match 401(k) plans up to 4% MEDICAL, DENTAL & VISION We offer competitive medical, dental, vision insurance for employees and dependents and cover 100% of premiums TIME OFF We offer unlimited paid time off as well as 10+ observed holidays PARENTAL LEAVE We offer biological, adoptive, and foster parents paid time off to spend quality time with family DAILY LUNCH We cover lunch daily for employees UNLIMITED OFFICE BOOK BUDGET You can buy as many books for the office as you want The San Francisco Compute Company is committed to maintaining a workplace free from discrimination and harassment. We make employment decisions based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, belief, national origin, social or ethical origin, age, physical, mental, or sensory disability, sexual orientation, gender identity or expression, marital status, civil union or domestic partnership status, past or present military service, HIV status, family medical history or genetic information, family or parental status including pregnancy, or any other status protected by law. We welcome the opportunity to consider qualified applicants with prior arrest or conviction records. Our commitment to diversity includes hiring talented individuals regardless of their criminal history, in accordance with local, state, and federal laws, including San Francisco’s Fair Chance Ordinance and California’s ban-the-box laws.