Pylon Labs

Head of Support

San Francisco

Sponsorship not specified$180k-$240kDetected 13 days ago

Incident ResponseCustomer SuccessCadenceLeadershipPublic Speaking

About the role

You'll work closely with Product, Engineering, Customer Success, and Sales, and should be just as comfortable reviewing an escalated ticket as presenting a multi-year strategy to the leadership team.

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
Lead US and EMEA support and stand up the New York team, hiring ahead of demand without fragmenting standards across regions
Grow team leads and managers, and build the levels and career paths that let them run day-to-day execution without you
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
PYLON - THE AGENTIC SUPPORT PLATFORM PURPOSE-BUILT FOR B2B.

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
Experience operating in a fast-changing, founder-led environment

The base salary range for this position is $180k - $240k annually.
Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience.
Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work at Pylon.

This role is eligible for stock options, as well as a comprehensive benefits package.

Test whether there's a real support-led revenue opportunity for Pylon and make the call based on what customers actually want
Pylon is the only agentic support platform, purpose-built for B2B companies.

This listing is sourced directly from Pylon Labs's careers page and normalized into a canonical job model.