Customer Support Team Lead

Customer Support Team Lead ABOUT THE ROLE ABOUT ARTISAN At Artisan, we’re building real AI employees - not copilots, not assistants, but autonomous teammates. Our first, Ava, is an AI BDR. She finds and researches leads, writes emails in customers’ tone of voice, runs outbound sequences, self-optimizes, and manages email deliverability infrastructure. She learns, adapts, and improves over time - just like a human would. We went through Y Combinator (W24) and have raised $35M+ from top investors. We’re at $7M+ ARR, with hundreds of customers including CookUnity, Quora, and SumUp. We’re currently working on Ava 2.0, pushing the boundaries of what an AI employee can do. And we're hiring. ROLE OVERVIEW You’ll be the first Customer Support Team Lead at Artisan, responsible for building and scaling a world-class support function that delivers exceptional customer experiences. - Lead and mentor the support team, setting a high bar for customer interactions and performance. - Own the end-to-end support experience, from first response to resolution. - Work closely with product and engineering to surface customer feedback and improve the product. - Design and optimize support processes, tooling, and workflows for scale and efficiency. - Analyze support metrics and identify opportunities to improve response times, resolution rates, and customer satisfaction. - Help define how AI employees can enhance and automate parts of the support experience. WHO YOU ARE - Customer-obsessed. You deeply care about delivering exceptional support experiences and building long-term customer relationships. - Strong leader. You’ve managed or mentored support teams and know how to motivate and develop people. - Operationally excellent. You design scalable processes and thrive in fast-moving environments. - Data-driven. You use metrics and insights to improve team performance and customer outcomes. - Technically curious. You’re excited about AI and how it can transform customer support. - Hands-on. You’re willing to jump in and handle tickets when needed, especially in a fast-growing startup. - High-velocity. You’re comfortable moving quickly, iterating, and adapting as the company scales. - 3+ years of experience in customer support, ideally in fast-growing SaaS companies, with at least 1 year in a leadership role. LOCATION: US OR CANADA (REMOTE) TIME ZONE: PACIFIC OR MOUNTAIN TIME TEAM: CUSTOMER SUCCESS REPORTS TO: HEAD OF CUSTOMER SUCCESS INTERVIEW PROCESS - Introductory chat with our recruiter - 30-minute call with a member of the leadership team - Practical task or case study - 30-minute task review with the hiring manager - 30-minute culture and values interview with Chief of Staff OUR CULTURE AND VALUES - Founder mindset. Everyone acts like an owner: take initiative, think big, challenge ideas, and push for 10× outcomes. - Obsessed with impact. We apply the 80/20 rule, kill sunk costs quickly, and focus on what actually moves the needle. - Customer-first, always. Every decision is made with the customer experience at the center. - High standards, every detail. Quality matters in everything we ship, from product and code to copy and design. - Clear, direct communication. We value candor, fast responses, and feedback. - Winning team energy. We bring positive vibes, low ego, zero drama, and genuinely enjoy building together. ABOUT ARTISAN We've raised ~$35M to build AI Employees. We're starting with our AI BDR, Ava 2.0.