Customer Support Lead

WHY FLUX

Flux is taking the hard out of hardware, by developing the first AI Hardware Engineer. Our goal is to democratize the ability to create bleeding edge hardware, and revolutionize how electronics are designed and built around the world.

THE ROLE

This is an opportunity to build a world-class, systems-driven support function from the ground up. You’ll collaborate closely with product, engineering, and design to deeply understand Flux and turn that understanding into scalable support operations: automation, self-serve, and a tight feedback loop that improves the product. You’ll own the end-to-end support experience — from the first customer touch to durable systems that make support faster, higher quality, and easier to scale.

What You'll Do

- Own the support operating system: tooling, workflows, SLAs, escalations, and quality standards.

- Build scalable self-serve: help center, knowledge base lifecycle, templates/macros, and content that drives deflection.

- Ship automations/integrations across support + internal systems to improve routing, prioritization, and follow-through.

- Run a tight support→product loop: pattern detection, crisp bug reports, root-cause partnerships with engineering, and customer closure.

- Establish and operate key metrics (FRT, TTR, CSAT, backlog health) and drive continuous improvement.

Who You Are

- You have 6+ years of experience in customer support, customer success, or technical support at a software company, including owning systems/process improvements (not just handling tickets).

- You build leverage through automation and operational rigor — you turn recurring issues into durable workflows, tooling, and docs.

- You write and communicate clearly with customers and internally (tickets, incident comms, escalations, postmortems).

- You’re metrics-driven and can run an improvement cadence from data to action.

- Bonus: Experience supporting technical/dev tools; familiarity with CAD/EDA workflows; experience building AI-assisted support workflows.

PROFILE

Impact-oriented: You don't feel done until real people are getting real value from what you built.

Ambiguity-native: You thrive in the undefined. Our work is full of half-mapped terrain, soft constraints, and ideas that shift under your feet. That energizes you. You constantly update your intuitions as you go, and are excited to discover new and better ways to attack challenges we're still finding words to describe.

Collaborative: You share your thoughts early and often, and welcome debate and creative collaboration. Flux is a deeply collaborative company, and we believe that the best ideas can only win if they're said out loud.

Convention-averse: Flux is an AI-first company, building AI tooling, using AI tooling. We constantly experiment with new tools, techniques, and processes. You feel an urgency to reimagine what your work looks like in this rapidly changing world, and you value critical thinking far above established conventions.

Ownership mentality: You are a self-starter, bias toward action, and care deeply about the team and community who lean on you and your work.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.