Founding Customer Support Manager

About Hyperscale

Hyperscale is building the AI‑native intelligence layer for physical operations – starting with trucking carriers. We’re a team of ex‑Samsara engineers and fleet operators automating the highest‑volume office workflows (driver support, load coordination, scheduling) with agentic AI that actually moves the needle. Our products are deployed with some of the largest fleets in the US, autonomously handling ~70% of inbound calls with strong customer satisfaction.

We’re a small team, moving fast, backed by top investors and advisors.

We’re hiring a Founding Customer Support Manager who will own the entire customer support experience ’ll work directly with enterprise and mid‑market carriers, ensuring they get maximum value from our agentic AI platform while building the support function from the ground up.

We’re hiring a Founding Customer Support Manager who will own the entire customer support experience ’ll work directly with enterprise and mid‑market carriers, ensuring they get maximum value from our agentic AI platform while building the support function from the ground up.

Supporting customers deploying autonomous AI agents that handle their most critical workflows. This means understanding both the technical nuances of agentic systems and the operational realities of trucking carriers – then translating between the two to drive successful outcomes.

• Own the full support experience for enterprise and mid‑market customers, from initial onboarding through ongoing optimization
• Serve as the primary technical point of contact for customer issues, troubleshooting everything from integration questions to AI agent behavior
• Build deep expertise in our agentic platform and become the go‑to resource for customer inquiries
• Proactively identify opportunities to improve customer outcomes and drive product adoption

• Build support processes, workflows, and documentation from scratch that will scale with the company
• Define and track key support metrics (response time, resolution time, CSAT, etc.) and continuously improve them
• Set up ticketing systems, knowledge bases, and tools to enable efficient support delivery
• Create runbooks and training materials for common issues and workflows

• Serve as the voice of the customer to product and engineering teams, translating support patterns into actionable insights
• Work closely with founders and engineering to reproduce issues, validate fixes, and inform roadmap priorities
• Participate in product reviews and customer calls to provide frontline perspective
• Help shape how we build agentic features that are robust and intuitive for enterprise users

• Set the standard for customer empathy, technical depth, and ownership
• Build out the support team as we scale, including hiring and mentoring future team members
• Shape our support culture and establish processes that balance speed with thoroughness
• Contribute to cross‑functional collaboration between support, product, sales, and success

• 3‑5+ years of customer support or customer success experience, ideally in B2B SaaS or technical products
• Track record of managing enterprise customer relationships and handling complex technical issues
• Strong technical aptitude – comfortable learning new systems quickly and troubleshooting across different layers of the stack
• Excellent written and verbal communication skills; you can explain complex technical concepts clearly to diverse audiences
• Highly organized with strong attention to detail and ability to manage multiple priorities
• Proactive problem‑solver who takes ownership and sees things through to resolution
• Comfortable with ambiguity and building processes from scratch

• Experience supporting AI/ML products or other rapidly evolving technical platforms
• Background in logistics, trucking, fleet operations, or adjacent industries
• Prior work at an early‑stage startup or as a founding support/success hire
• Experi…