Ambrook

Support Lead

New York

Sponsorship not specifiedDetected 55 days ago

AccountingPerformance ManagementCustomer SupportLeadershipMentoring

About the role

Every chat, call, and AI-agent conversation tells us where the product is working, where it isn't, and what would make our customers' day.
The job of this role is to harness that data.
You'll go deep on understanding our customers and understand enough to answer most inbox questions independently.

We're hiring a Support Lead to own the overall customer support experience at Ambrook and to build the feedback loop that turns every customer interaction into a faster, smarter product.
Customer support is one of the richest data streams we have.
You'll fix friction at the source, design for moments of delight, and make support into one of the highest-leverage product surfaces at the company.
If you'd be energized by sitting at the intersection of the customer experience, product, and engineering and having the agency to build a world-class support experience that directly influences the roadmap, we want to hear from you.
Audit the full support experience. Identify the highest-leverage places improvement and clearly articulate where the product is and isn't meeting our customer's needs.
Map the feedback loop from support back into product, engineering, and design. Figure out where it's working, where it's leaky, and where it doesn't exist yet.
Build a baseline dashboard covering inbox throughput, per-rep performance, AI resolution rate, and top friction themes that gives you a real-time pulse on what's going on.
Ship at least one major change to the product or the support system based on what wasn't working when you started-either directly yourself or through closely partnering with EPD-that measurably improved the customer experience.
Real Talk - We create space for ourselves and others to be straightforward, vulnerable, and accountable.

You can look at a pattern of tickets and decide whether the answer is a product fix, a help article, an AI agent improvement, or a human stepping in, and then go do it.

Health insurance
Flexible vacation time
Flexible work hours
Wellness stipend
Professional development stipend
Work-from-home/remote office stipend, or desk at Ambrook's NYC office or Denver office

Know the product inside and out. You'll go deep on understanding our customers and understand enough to answer most inbox questions independently.
You meet customers where they are. You remain calm under pressure and can quickly build trust and understanding with customers, regardless of their comfort with accounting and software. You coach your team to do the same.
Supervise AI support agents that are resolving 65%+ of conversations with an 85%+ CSAT, meaning customers get fast, accurate help even when our human team is offline.
Reach Understanding - We are driven by curiosity and empathy to learn about our customers, team, and world.
Be Proactively Resourceful - We are internally motivated and externally empowered to identify opportunities and solve problems.
Find the Positive-Sum - We believe in creating incentive structures that align the needs of our company, our customers, and our planet.

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