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Founding Customer Support Manager
Full-time
Hyperscale is building the AI-native intelligence layer for physical operations, starting with trucking carriers. A team of ex-Samsara engineers and fleet operators automating the highest-volume office workflows with agentic AI. Products are deployed with some of the largest fleets in the US, autonomously handling ~70% of inbound calls with strong customer satisfaction.
The Role
As Founding Customer Support Manager, you'll own the entire customer support experience at Hyperscale. Work directly with enterprise and mid-market carriers, ensuring they get maximum value from the agentic AI platform while building the support function from the ground up. You'll work at the intersection of cutting-edge AI and real-world operations.
What You'll Do
Own the full support experience for enterprise and mid-market customers, from initial onboarding through ongoing optimization.
Serve as the primary technical point of contact for customer issues, troubleshooting everything from integration questions to AI agent behavior.
Build support processes, workflows, and documentation from scratch that will scale with the company.
Define and track key support metrics (response time, resolution time, CSAT) and continuously improve them.
Serve as the voice of the customer to product and engineering teams, translating support patterns into actionable insights.
Set the standard for customer empathy, technical depth, and ownership.
Requirements
3–5+ years of customer support or customer success experience, ideally in B2B SaaS or technical products.
Track record of managing enterprise customer relationships and handling complex technical issues.
Strong technical aptitude—comfortable learning new systems quickly and troubleshooting across different layers of the stack.
Proactive problem-solver who takes ownership and sees things through to resolution.
Comfortable with ambiguity and building processes from scratch.
Nice to Have
Experience supporting AI/ML products or rapidly evolving technical platforms.
Background in logistics, trucking, fleet operations, or adjacent industries.
Prior work at an early-stage startup or as a founding support hire.
