Job Overview
Location
San Francisco
Job Type
Full-time
Category
HR & Recruiting
Date Posted
July 10, 2026
Full Job Description
📋 Description
- • Lead global Support org across the US and EMEA, stand up our new New York team, and build the layer of managers and leads who scale it with you.
- • Define how AI changes support at Pylon: what people should own, what gets automated, and what the resulting team, workflows, and career paths look like.
- • Own the operating cadence for response times, resolution times, quality, escalations, and customer sentiment as our customer base grows more complex.
- • Build the systems support runs on, including knowledge management, QA, onboarding, incident response, and capacity planning, each with a real owner and a regular review.
- • Be customer zero: drive dogfooding of Pylon's workflows across the team, and own the feedback loop that turns support interactions into product insights and roadmap input.
- • Grow team leads and managers, and build the levels and career paths that let them run day-to-day execution without you.
- • Test whether there's a real support-led revenue opportunity for Pylon and make the call based on what customers actually want.
🎯 Requirements
- • You've led and scaled a technical B2B support org, ideally at a dev tools, infra, API, or data company, and you've managed managers, not just ICs.
- • You've built systems and teams from scratch, and you turn recurring pain into an owned, measurable process rather than another one-off fix.
- • You're technically fluent and curious. You can reason about integrations, APIs, logs, and engineering tradeoffs without needing to be an engineer, and you want to understand why something broke, not just route the escalation.
🏖️ Benefits
- • Commuter benefits
- • Parental leave
- • 14 company holidays + unlimited PTO
- • Annual offsite
- • Lunch, dinner, and snacks at the office
- • Fitness stipend
Skills & Technologies
See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.
About Pylon Labs Inc.
Pylon Labs is a San Francisco–based software company founded in 2021 that builds an AI-native customer operations platform for B2B SaaS teams. Its product unifies support, success, and revenue workflows by ingesting data from Slack, Teams, email, CRMs, and ticketing systems, then applying large-language-model agents to auto-resolve tickets, summarize conversations, and drive upsell alerts. The system integrates with Salesforce, HubSpot, Zendesk, and Snowflake, enabling companies to reduce response times, improve retention, and surface expansion opportunities without adding headcount. Pylon serves venture-backed startups and public software firms across North America and Europe.
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