Pylon Labs
Head of Support
San Francisco
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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.
Responsibilities
- 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.
Requirements
- 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
Compensation
- The base salary range for this position is $220k - $280k 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.
Benefits
- This role is eligible for stock options, as well as a comprehensive benefits package.
Company info
- The result: faster responses, happier customers, and a system that continuously improves itself.
- Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work at Pylon.
- 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.