Customer Support Lead

We’re building an AI agent to help families support their aging parents ( origin story here ).

Over 40M “sandwich generation” Americans currently manage their parent’s affairs. Keeping mom/dad safe and supported is like a second job: it’s time-consuming, stressful and on top of their already busy lives. We believe that managing our parents’ affairs should feel under control, easier and lower stress.

Co-founded by serial entrepreneur partners including Ted Zagat, who sold his previous businesses to Slack ( announcement here ) and Google (Zagat restaurant guides).

We are looking for a Customer Support Lead to be the voice of Mantle for the families we serve. Behind every family is a real situation, and when they reach out, they need someone who is fast, warm and genuinely helpful. You will work side-by-side with the founders, product and engineering to make sure every family gets real results, and turn what you learn into a better product.

This is a role for a builder. In the early days, you'll be answering tickets, onboarding families and handling tricky situations yourself. It's not just about support; it's about the unglamorous work of documenting every issue, writing the playbooks, and spotting the patterns that let us fix problems at the source. You'll be the one doing the manual work today so we can build the support systems, and the AI, of tomorrow.

Support function: Stand up the tools, processes and service standards for supporting Mantle's families.

Family onboarding: Help new families get set up and get value from Mantle quickly.

Help center and playbooks: Create the documentation that answers common questions and guides how we handle complex ones.

AI partnership: Review and improve how our AI agent handles conversations, and define when a human needs to step in.

Voice of the customer: Bring what families need back into our product and roadmap.

Support analytics: Track response times, satisfaction and top issues, and drive them in the right direction.

Early-stage startup experience, ideally as the first support or customer experience hire

Experience supporting a subscription or financial product

Experience working alongside AI support tools or reviewing AI-generated responses

Personal experience helping a parent or family member manage their affairs

Nice to have, but not required: experience with FinTech

Builders: You love creating things from scratch and taking full ownership

Empathetic: You meet families where they are, especially on hard days

Systems-minded: You turn every solved problem into a better process

Great collaborator: You foster great working relationships

AI-forward: You embrace modern AI

Autonomous: You thrive with minimal direction

Mission-driven: You care about what we're building

Meaningful work: Help real families with some of the most important moments in their lives, with fast pace and huge financial potential

Founding scope: Shape how Mantle supports families from the very beginning

Partnership with founders: Work closely with Mantle's co-founders and other company leaders

Learning & growth: Opportunity to build a category-defining company from the ground up

Real ownership: Your insight will directly shape our product, business and culture

Remote Fridays: Work from home every Friday. Monday through Thursday, we build together in person in San Francisco