Flux
Customer Support Lead
San Francisco Office
Sponsorship not specifiedDetected 28 days ago
GitFigmaCustomer SuccessCustomer SupportCadenceCritical Thinking
About the role
- This is an opportunity to build a world-class, systems-driven support function from the ground up.
- You'll collaborate closely with product, engineering, and design to deeply understand
- You'll collaborate closely with product, engineering, and design to deeply understand Flux and turn that understanding into scalable support operations: automation, self-serve, and a tight feedback loop that improves the product.
Responsibilities
- Own the support operating system: tooling, workflows, SLAs, escalations, and quality standards.
- Build scalable self-serve: help center, knowledge base lifecycle, templates/macros, and content that drives deflection.
- Ship automations/integrations across support + internal systems to improve routing, prioritization, and follow-through.
- Run a tight support→product loop: pattern detection, crisp bug reports, root-cause partnerships with engineering, and customer closure.
- You build leverage through automation and operational rigor - you turn recurring issues into durable workflows, tooling, and docs.
- experience building AI-assisted support workflows.
- Experience supporting technical/dev tools; familiarity with CAD/EDA workflows; experience building AI-assisted support workflows.
Requirements
- You have 6+ years of experience in customer support, customer success, or technical support at a software company, including owning systems/process improvements (not just handling tickets).
- Ownership mentality: You are a self-starter, bias toward action, and care deeply about the team and community who lean on you and your work.
Nice to have
- Experience supporting technical/dev tools
- familiarity with CAD/EDA workflows
Benefits
- Establish and operate key metrics (FRT, TTR, CSAT, backlog health) and drive continuous improvement.
- Bonus: Experience supporting technical/dev tools
Company info
- You share your thoughts early and often, and welcome debate and creative collaboration.
- Flux is a deeply collaborative company, and we believe that the best ideas can only win if they're said out loud.
- You are a self-starter, bias toward action, and care deeply about the team and community who lean on you and your work.
- Flux is an equal opportunity employer.
- We are committed to providing equal employment opportunities to all qualified individuals and do not discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable federal, state, or local law.
- All employment decisions are based on qualifications, merit, and business need.
- Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
- You write and communicate clearly with customers and internally (tickets, incident comms, escalations, postmortems).
This listing is sourced directly from Flux's careers page and normalized into a canonical job model.