Best suited to candidates with leadership experience in technical support environments working in software product companies.
Derived from job-description analysis by Serendipath's career intelligence engine.
Original posting from Figure AI via Greenhouse
We are looking for a User Support Lead to build, run, and scale our user support team. Your team will be the first line of response for our users. Its core mission is to surface, reproduce, and route bugs in our internal application quickly and accurately so that engineering can fix what matters most. You will own the support operation end to end: the people, the processes, and the tooling. This is a high-ownership role where great support work directly improves the quality of the product.
Responsibilities
Own the full user support function: strategy, day-to-day operations, tooling, and quality
Build and operate the support queue, ensuring inbound issues are answered, investigated, and resolved within response-time and satisfaction targets
Build the team: hire, onboard, coach, and manage support specialists as volume and scope grow
Design workflows that turn user reports into well-documented, reproducible, prioritized bug tickets for engineering
Build, configure, and continuously improve our support stack using platforms such as Sierra and Intercom, including AI agent flows, macros, and escalation paths
Create and maintain internal documentation, triage playbooks, and a self-serve knowledge base to deflect repeat issues
Define and report on key metrics for both support performance (CSAT, first response time, resolution time) and bug discovery (time to reproduction, escalation accuracy, defect signal quality)
Serve as the escalation point for complex, sensitive, or high-priority issues
Partner closely with engineering and product to triage findings, identify recurring pain points, and close the loop with affected users
Requirements
5+ years of experience in user or customer support for a software product, including 2+ years building or leading a support team
Hands-on experience administering and optimizing modern support platforms such as Sierra, Intercom, or similar tools (e.g., Zendesk, Front, Ada)
Experience deploying and tuning AI-powered support agents, including flow design, guardrails, and escalation logic
Strong technical troubleshooting instincts: able to reproduce issues, isolate variables, and write bug reports engineers can act on immediately
Track record of building a support operation from scratch or scaling one significantly
Excellent written communication: clear, warm, and precise with users and internal teams alike
Strong analytical skills; comfortable using support data to drive decisions and report to leadership
Bonus Qualifications
Experience running support for internal tools or technical user bases
Familiarity with JIRA (or similar) for bug triage and cross-team escalation
Experience with QA or defect management processes
Experience defining SLAs and building QA programs for support quality
A passion for helping scale the deployment of humanoid robots
Compensation & Benefits
The US base salary range for this full-time position is between $120,000 - $175,000 annually.
The pay offered for this position may vary based on several individual factors, including job-related knowledge, skills, and experience. The total compensation package may also include additional components/benefits depending on the specific role. This information will be shared if an employment offer is extended. Leveling and title may be adjusted based on candidate experience and feedback throughout the interview process.
Source: Figure AI careers (Greenhouse)