Custom Support Lead

Flux Labs, Inc.

Job Overview

Location

San Francisco Office

Job Type

Full-time

Full Job Description

📋 Description

• Own the end-to-end support operating system including tooling, workflows, SLAs, escalations, and quality standards for Flux’s AI Hardware Engineer platform.
• Build scalable self-serve systems such as a help center, knowledge base lifecycle, templates, and macros to drive customer deflection and reduce ticket volume.
• Design and ship automations and integrations across support and internal systems to improve ticket routing, prioritization, and follow-through.
• Establish and monitor key support metrics including First Response Time (FRT), Time to Resolution (TTR), Customer Satisfaction (CSAT), and backlog health to drive continuous improvement.
• Create a tight feedback loop between support and product/engineering teams by identifying patterns, writing crisp bug reports, and partnering on root-cause analysis.
• Turn recurring customer issues into durable workflows, documented processes, and automated solutions that reduce manual effort and increase scalability.
• Communicate clearly and effectively with customers and internal teams through tickets, incident communications, escalations, and postmortems.
• Operate as a systems-driven leader who builds leverage through operational rigor, automation, and data-informed decision-making.
• Collaborate closely with product, engineering, and design teams to deeply understand Flux’s AI Hardware Engineer platform and translate that understanding into support systems.
• Champion a culture of ownership, bias toward action, and continuous improvement by ensuring real customer value is delivered from every system built.
• Thrive in ambiguous environments with evolving constraints, adapting intuitions and processes as new challenges emerge.
• Embrace experimentation with AI-assisted workflows and new tools, challenging conventions to reimagine how support functions operate in an AI-first company.
• Act as a collaborative partner who shares ideas early, welcomes debate, and believes the best solutions emerge through open, creative teamwork.
• Maintain an ownership mentality by proactively identifying gaps, initiating improvements, and caring deeply about the team and community that rely on your work.
• Contribute to an inclusive, equal-opportunity workplace by upholding Flux’s commitment to fair employment practices without discrimination based on protected characteristics.

🎯 Requirements

• 6+ years of experience in customer support, customer success, or technical support at a software company, including owning systems and process improvements (not just ticket handling)
• Proven ability to build leverage through automation, operational rigor, and durable workflows that reduce recurring issues
• Strong written and verbal communication skills for customer interactions and internal documentation (tickets, incident comms, escalations, postmortems)
• Metrics-driven mindset with experience tracking and improving KPIs such as FRT, TTR, CSAT, and backlog health
• Experience thriving in ambiguous, rapidly changing environments with evolving product and technical constraints
• Bonus: Experience supporting technical or developer tools, familiarity with CAD/EDA workflows, or experience building AI-assisted support workflows

🏖️ Benefits

• Opportunity to build a world-class support function from the ground up at an AI-first hardware company
• Collaborative, convention-averse culture that values experimentation and reimagining traditional workflows
• Work alongside product, engineering, and design teams to directly influence product evolution through customer feedback loops
• Ownership mentality encouraged with autonomy to drive systems, processes, and improvements

Skills & Technologies

Senior

Onsite

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Flux Labs, Inc.

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About Flux Labs, Inc.

Flux Labs develops AI-driven software that automates PCB design and engineering workflows. Its browser-based platform combines schematic capture, layout, simulation, and collaboration tools to shorten development cycles for hardware teams. Targeting electrical engineers and manufacturers, the company integrates component libraries, real-time pricing, and manufacturing constraints to reduce errors and accelerate time-to-market for electronic products.

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