Decagon

1 week ago

Founding Support Lead

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 12 hours agoStatus: Live

Job Summary

Own Decagon’s enterprise support function end to end, starting hands-on with resolving customer issues to understand product failure modes and account needs. Build repeatable systems including coverage models, tooling, SLAs, runbooks, and incident escalation to support 24/7 operations. Triage and resolve customer problems across the full customer base, capture insights into macros and playbooks, and grow into a leader who hires and scales the team while feeding recurring issues back to Product and Engineering.

Location: San Francisco

Workplace: Onsite

Employment Type: Full time

Job Function: Entrepreneurship & Venture Building

Seniority: Manager level

Key Responsibilities

•Build the Support function by defining coverage model, tooling, SLAs, runbooks, and processes, and ensure it scales as Decagon grows.
•Stand up 24/7 support and incident escalation with always-on on-call coverage for customer responsiveness.
•Own customer issue resolution end to end by triaging, resolving, and following up across the full customer base while maintaining quality at volume.
•Go deep technically by personally resolving the hardest agent-configuration and integration issues and understanding Decagon’s failure modes.
•Hire, recruit, onboard, and lead the support team as volume grows, turning frontline insights into runbooks, macros, and playbooks; partner with Product and Engineering on recurring issues.

Pay and Benefits

Salary: USD 144,000 - 180,000 annually

Perks:Health InsuranceDentalVisionLife InsuranceDisabilityRetirementParental LeaveFertility BenefitsMeal Allowance

Key Requirements

•5+ years in a technical, customer-facing role (technical support, technical account management, solutions, implementation, or support operations), ideally in B2B SaaS serving enterprise customers.
•Technical and integrations-savvy—debug API and authentication issues (rotated credentials, tokens, webhooks) and reason about system connections (e.g., ticketing platforms like Zendesk).
•A systems-thinking mindset and the ability to turn firsthand experience into processes, tooling, and runbooks, macros, and playbooks.
•A track record of ownership in high-stakes, fast-moving environments, staying calm and decisive during incidents and escalations.
•Excellent communication and judgment to explain technical issues clearly, know when to escalate, and follow through until resolution.

Experience:B2B SaaSEnterprise customers

Education:Bachelor's in Science, Technology, Engineering, or Math (STEM)

Skills:Systems-thinkingOwnershipCommunicationJudgmentCalm under pressure

Tech Stack:APIAuthenticationTokensWebhooksZendeskTicketing platformsERPsCRMsPayment systemsSLAsRunbooksOn-call coverage modelsMacrosPlaybooks

Company Brief

Decagon

Builds conversational AI agents and a platform that automates customer support across chat, email, and voice, enabling brands to deliver concierge-level customer experiences at scale.

Industry: AI & Machine Learning

Company Size: Medium (51 to 250 employees)

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series C

Headquarters: San Francisco, United States

Founded: 2023

Glassdoor: 3.9

Website LinkedIn Glassdoor

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Decagon

1 week ago

Founding Support Lead

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 12 hours agoStatus: Live

Job Summary

Location: San Francisco

Workplace: Onsite

Employment Type: Full time

Job Function: Entrepreneurship & Venture Building

Seniority: Manager level

Key Responsibilities

•Build the Support function by defining coverage model, tooling, SLAs, runbooks, and processes, and ensure it scales as Decagon grows.
•Stand up 24/7 support and incident escalation with always-on on-call coverage for customer responsiveness.
•Own customer issue resolution end to end by triaging, resolving, and following up across the full customer base while maintaining quality at volume.
•Go deep technically by personally resolving the hardest agent-configuration and integration issues and understanding Decagon’s failure modes.
•Hire, recruit, onboard, and lead the support team as volume grows, turning frontline insights into runbooks, macros, and playbooks; partner with Product and Engineering on recurring issues.

Pay and Benefits

Salary: USD 144,000 - 180,000 annually

Perks:Health InsuranceDentalVisionLife InsuranceDisabilityRetirementParental LeaveFertility BenefitsMeal Allowance

Key Requirements

•5+ years in a technical, customer-facing role (technical support, technical account management, solutions, implementation, or support operations), ideally in B2B SaaS serving enterprise customers.
•Technical and integrations-savvy—debug API and authentication issues (rotated credentials, tokens, webhooks) and reason about system connections (e.g., ticketing platforms like Zendesk).
•A systems-thinking mindset and the ability to turn firsthand experience into processes, tooling, and runbooks, macros, and playbooks.
•A track record of ownership in high-stakes, fast-moving environments, staying calm and decisive during incidents and escalations.
•Excellent communication and judgment to explain technical issues clearly, know when to escalate, and follow through until resolution.

Experience:B2B SaaSEnterprise customers

Education:Bachelor's in Science, Technology, Engineering, or Math (STEM)

Skills:Systems-thinkingOwnershipCommunicationJudgmentCalm under pressure

Tech Stack:APIAuthenticationTokensWebhooksZendeskTicketing platformsERPsCRMsPayment systemsSLAsRunbooksOn-call coverage modelsMacrosPlaybooks

Company Brief

Decagon

Builds conversational AI agents and a platform that automates customer support across chat, email, and voice, enabling brands to deliver concierge-level customer experiences at scale.

Industry: AI & Machine Learning

Company Size: Medium (51 to 250 employees)

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series C

Headquarters: San Francisco, United States

Founded: 2023

Glassdoor: 3.9

Website LinkedIn Glassdoor