Support Lead

About The Job

We’re looking for a passionate and experienced Support Lead/Manager to build and scale Ask-AI's customer support function from the ground up. As our first support hire, you will be responsible for designing and implementing support processes, setting up our Zendesk ticketing system, and ensuring that our customers receive best-in-class support. This role is an exciting opportunity to shape the future of support at Ask-AI and play a critical role in our customers' success.

The ideal candidate will have strong problem-solving skills, a customer-first mindset, and experience in scaling support operations in a fast-paced SaaS environment. You will work closely with cross-functional teams, including Product, Engineering, and Customer Success, to ensure a seamless and efficient support experience for our customers.

About Ask-AI

Ask-AI is an Enterprise AI platform designed to transform how organizations equip their employees and serve their customers. Ask-AI provides a single platform that allows companies to connect a variety of knowledge sources (Docs, Comms, Tickets, KBs, etc.) and build out an array of use cases using generative AI (Employee Assistant, Customer Self-Service, Voice of Customer, Account Analysis, Knowledge Base, AI Apps, etc.).

By leveraging Ask-AI, enterprise teams are able to set a foundational AI strategy that satisfies use cases across multiple departments, avoids tool sprawl, and helps consolidate their tech stack.

Ask-AI is a Series A company that has found significant traction growing 3X YoY, a 97% GRR, and a 75% WAU:MAU ratio (similar to Slack).

Founded by Alon Talmor, a PhD in AI/NLP and a former Chief Data Scientist at Salesforce, the company is supported by a team of leading NLP PhDs and Professors and has offices in Toronto and Tel Aviv, positioning it for continued growth.

About The Role

As the first Support Lead/Manager at Ask-AI, you will be responsible for establishing a scalable support framework that ensures our customers receive timely and effective assistance. You will define key support workflows, implement necessary tools and technologies, and work closely with internal teams to drive a seamless support experience.

Areas of Focus

• Build and scale Ask-AI's support infrastructure from scratch, including processes, workflows, and best practices.
• Implement and configure Zendesk to manage customer inquiries efficiently.
• Serve as the primary point of contact for all customer support issues, ensuring timely resolution and high customer satisfaction.
• Develop and manage support SLAs, escalation protocols, and reporting metrics to track performance and improvement areas.
• Work cross-functionally with Product, Engineering, and Customer Success teams to resolve customer issues and improve the product experience.
• Establish a self-service knowledge base, including FAQs, documentation, and troubleshooting guides, to empower customers.
• Identify common pain points and advocate for product improvements based on customer feedback.
• Plan and execute the hiring of additional support team members as the company grows.
• Define key support KPIs such as response time, resolution rate, and customer satisfaction, ensuring continuous improvement.
• Provide regular reports on support performance and insights to leadership.
  
  

• 5+ years of experience in customer support, technical support, or a related role in a SaaS environment.
• Hands-on experience implementing and managing a support ticketing system.
• Strong problem-solving skills with the ability to troubleshoot technical issues and work with engineering teams for resolution.
• Excellent communication and interpersonal skills, with a customer-first mindset.
• Experience in building and scaling support processes from the ground up.
• Ability to manage multiple priorities and work in a fast-paced environment.
• Passion for AI technology and its impact on business transformation.
• Fluent in Hebrew and English.