Job Overview
Location
San Francisco
Job Type
Full-time
Category
Operations
Date Posted
May 12, 2026
Full Job Description
đź“‹ Description
- • As a Technical Support Manager for the AI Sequencing product line at Nooks Platform Inc., you will lead and scale support operations for a rapidly growing AI sales assistant platform, ensuring exceptional customer experiences that directly influence product improvements and company velocity.
- • You will manage day-to-day support outcomes across live chat, Slack, and email, owning SLAs and KPIs like first response time, resolution time, and CSAT, while personally handling escalations and conducting weekly QA on team responses to maintain high standards.
- • You will join a high-performance team at a VC-backed startup that has grown ARR 4x then 3x over two years, with plans to 3x again, working alongside sales, product, and engineering teams that value customer feedback as a core driver of innovation.
- • In this role, you will build scalable support systems including an AI-native knowledge base, develop automations to reduce manual ticket work, and establish feedback loops with Product and Engineering to turn customer insights into product fixes and improvements.
🎯 Requirements
- • 5+ years in Technical Support, including 2+ years in a leadership or management role at a B2B SaaS company.
- • Experience building or improving support processes from the ground up at an early stage or high-growth startup.
- • Proven success managing support KPIs, SLAs, and CSAT in real-time, live chat environments across channels like in-app messaging and Slack.
- • Strong troubleshooting background with APIs, integrations, VoIP, and technical systems such as MCPs.
- • Experience leading cross-functional initiatives with Engineering and Product in fast-release-cadence environments.
- • Data-driven mindset with hands-on use of support analytics for forecasting, root-cause analysis, and decision-making.
🏖️ Benefits
- • Competitive salary range of $154,900–$206,700, aligned with market and pay transparency goals.
- • Equity compensation as part of total rewards to recognize employee contributions to company mission.
- • Generous perks and comprehensive benefits package supporting employee well-being and performance.
Skills & Technologies
About Nooks Platform Inc.
Nooks Platform Inc. provides an AI-powered sales development platform that automates prospecting workflows for B2B teams. The product combines auto-dialing, parallel dialing, AI call coaching, call analytics, and CRM sync to help reps reach more leads, increase connect rates, and book meetings faster. It integrates with Salesforce, HubSpot, Outreach, and other sales tools to streamline sequences, surface live intent signals, and surface coaching insights from conversation data. Founded in 2020 and headquartered in San Francisco, the company serves high-growth SaaS and tech companies seeking to scale outbound pipeline generation without proportionally growing headcount.
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