Founding Support Lead

Decagon is the leading conversational AI platform empowering every brand to deliver concierge customer experiences.

Our technology enables industry‑defining enterprises like Avis Budget Group, Block’s Cash App and Square, Chime, Oura Health, and Hunter Douglas to deploy AI agents that power personalized, deeply satisfying interactions across voice, chat, email, SMS, and every other channel.

We’re building a future where customer experiences are being redefined from support tickets and hold music to faster resolutions, richer conversations, and deeper relationships. We’re proud to be backed by world‑class investors who share that vision, including a16z, Accel, Bain Capital Ventures, Coatue, and Index Ventures, along with many others.

We’re an in‑office company, driven by a shared commitment to excellence and velocity. Our values—Just Get It Done, Invent What Customers Want, Winner’s Mindset, and The Polymath Principle—shape how we work and grow as a team.

Decagon powers customer experiences for some of the largest and most demanding enterprises in the world, across financial services, travel, healthcare, and retail. As AI agents become the primary way these companies run their customer relationships, keeping those deployments healthy, responsive, and always‑on is as mission‑critical as the agents themselves.

Support is how we honor that trust. We are building the function that sets the benchmark for enterprise support in the AI era: the team the world’s most important brands rely on to keep their agents performing at the highest level, at any hour. It is a deeply technical, high‑ownership team. This is a rare mandate, and you will be its founding member: the chance to define what world‑class support looks like for the AI agent era, and to build the function that delivers it.

As the Founding Support Lead, you own this function end to end. You will start close to the work, personally resolving customer issues across our accounts to learn the product, the failure modes, and the customer base better than anyone. From that foundation you will build the systems that make excellent support repeatable and scalable: the coverage model, tooling, SLAs, runbooks, and ultimately the team.

You own the full arc of enterprise support: always‑on incident response our largest customers can count on at any hour, reliable coverage of everyday issues across the entire customer base, and the escalation paths that connect support cleanly with our forward‑deployed teams and engineering. You decide how to sequence, staff, and scale each of these as demand grows.

This is a founding role for a builder, not a caretaker. You should want the ownership of defining a function, the credibility of doing the work yourself first, and the leverage of scaling a team around what you learn.

• Build the Support function: define the coverage model, tooling, SLAs, runbooks, and processes that a world‑class enterprise support team runs on, and own how it scales as Decagon grows.

• Stand up 24/7 support and incident escalation: build the always‑on support and on‑call coverage our customers can depend on at any hour, so every account gets a fast, expert response.

• Own resolution end to end: triage, resolve, and follow up on customer issues across the full customer base with speed and care, holding quality high as volume grows.

• Go deep technically: personally resolve the hardest agent‑configuration and integration issues, and become the person who understands Decagon's failure modes better than anyone.

• Turn firsthand knowledge into leverage: capture what you learn into runbooks, macros, and playbooks that make every future hire faster and more consistent.

• Hire and grow the team: as volume justifies it, recruit, onboard, and lead the support team, growing from an individual contributor into the leader of the function.

• Make support a growth lever: become the trusted first point of contact so our forward‑deployed teams can focus on deployment and expansion rather than triage, and partner with them on a clean escalation path.

• Feed the front lines back into the product: surface recurring issues and customer pain…