Founding Support Lead

Job description

About Decagon Decagon is the leading conversational AI platform empowering every brand to deliver concierge customer experiences. Our technology enables industry-defining enterprises like Avis Budget Group, Block’s Cash App and Square, Chime, Oura Health, and Hunter Douglas to deploy AI agents that power personalized, deeply satisfying interactions across voice, chat, email, SMS, and every other channel. We’re building a future where customer experiences are being redefined from support tickets and hold music to faster resolutions, richer conversations, and deeper relationships. We’re proud to be backed by world-class investors who share that vision, including a16z, Accel, Bain Capital Ventures, Coatue, and Index Ventures, along with many others. We’re an in-office company, driven by a shared commitment to excellence and velocity. Our values — Just Get It Done, Invent What Customers Want, Winner’s Mindset, and The Polymath Principle — shape how we work and grow as a team. About the Team Decagon powers customer experiences for some of the largest and most demanding enterprises in the world, across financial services, travel, healthcare, and retail. As AI agents become the primary way these companies run their customer relationships, keeping those deployments healthy, responsive, and always-on is as mission-critical as the agents themselves. Support is how we honor that trust. We are building the function that sets the benchmark for enterprise support in the AI era: the team the world's most important brands rely on to keep their agents performing at the highest level, at any hour. It is a deeply technical, high-ownership team. This is a rare mandate, and you will be its founding member: the chance to define what world-class support looks like for the AI agent era, and to build the function that delivers it. About the Role As the Founding Support Lead, you own this function end to end. You will start close to the work, personally resolving customer issues across our accounts to learn the product, the failure modes, and the customer base better than anyone. From that foundation you will build the systems that make excellent support repeatable and scalable: the coverage model, tooling, SLAs, runbooks, and ultimately the team. You own the full arc of enterprise support: always-on incident response our largest customers can count on at any hour, reliable coverage of everyday issues across the entire customer base, and the escalation paths that connect support cleanly with our forward-deployed teams and engineering. You decide how to sequence, staff, and scale each of these as demand grows. This is a founding role for a builder, not a caretaker. You should want the ownership of defining a function, the credibility of doing the work yourself first, and the leverage of scaling a team around what you learn. In this role, you will - Build the Support function: define the coverage model, tooling, SLAs, runbooks, and processes that a world-class enterprise support team runs on, and own how it scales as Decagon grows. - Stand up 24/7 support and incident escalation: build the always-on support and on-call coverage our customers can depend on at any hour, so every account gets a fast, expert response. - Own resolution end to end: triage, resolve, and follow up on customer issues across the full customer base with speed and care, holding quality high as volume grows. - Go deep technically: personally resolve the hardest agent-configuration and integration issues, and become the person who understands Decagon's failure modes better than anyone. - Turn firsthand knowledge into leverage: capture what you learn into runbooks, macros, and playbooks that make every future hire faster and more consistent. - Hire and grow the team: as volume justifies it, recruit, onboard, and lead the support team, growing from an individual contributor into the leader of the function. - Make support a growth lever: become the trusted first point of contact so our forward-deployed teams can focus on deployment and expansion rather than triage, and partner with them on a clean escalation path. - Feed the front lines back into the product: surface recurring issues and customer pain to Product and Engineering so the platform gets more reliable and more self-serve over time. Your background looks something like this - 5+ years in a technical, customer-facing role such as technical support, technical account management, solutions, implementation, or support operations, ideally in B2B SaaS serving enterprise customers. - Genuinely technical and integrations-savvy. You can debug API and authentication issues (rotated credentials, tokens, webhooks), reason about how systems connect (for example ticketing platforms like Zendesk), and tell a Decagon problem apart from an upstream one. A systems-thinking mindset is essential. - A builder's instinct. You want to create the processes, tooling, and team, not just work a queue someone else designed. You are energized by ambiguity and a blank page. - A track record of ownership in high-stakes, fast-moving environments, staying calm and decisive during incidents and escalations with demanding enterprise customers. - Excellent communication and judgment. You can explain a technical issue clearly to a frustrated stakeholder, know when to escalate, and follow through until the issue is fully resolved. - Comfort being hands-on first and building the team second, with the ambition to grow into the leader of the function. Even better if you have - Experience standing up or scaling a support or technical support function from an early stage, including tooling selection, staffing, and 24/7 or on-call coverage models. - Working knowledge of customer support processes, systems, and best practices, and familiarity with agentic AI or conversational AI deployments in large organizations. - Hands-on experience with enterprise integrations (APIs, webhooks, ERPs, CRMs, ticketing and payment systems) and the ways they break in production. - Experience in a high-growth startup environment, and the willingness to design a follow-the-sun or BPO-supported model as coverage needs grow. - A Bachelor's degree in a Science, Technology, Engineering, or Math field, or equivalent hands-on technical experience. Compensation $144k - $180k + offers equity Benefits We proudly offer the following benefits for our full-time employees: - Medical, Dental, and Vision benefits for you and your family - Life Insurance and Disability Benefits - Retirement Plan (e.g., 401K, pension) - Parental Leave - Fertility and family building benefits through Carrot - Monthly stipend to support your wellness, lifestyle, and work-life balance - Daily lunches and snacks in the office to keep you at your best - Take what you need vacation policy (subject to local requirements; UK employees receive 25 days of statutory leave) These benefits are described in more detail in Decagon’s policies, may vary by location, and can change at any time according to applicable compensation and benefits plans.