We are looking for a Founding CS Engineer with 4-5 years of experience to own and build the entire post-sales function from the ground up. This is a rare zero-to-one opportunity at a well-funded, fast-growing AI-native CRM startup where you will be the first dedicated CS hire, answering real support tickets daily while simultaneously building the AI-powered systems that make the queue smaller over time.
What will you be doing?
- Own the inbound support queue end-to-end: set SLAs, triage tickets, and resolve technical issues (workflow debugging, API/integration problems, agent behavior) yourself
- Build and deploy an AI support agent to drive ticket deflection, and maintain a knowledge base written for AI agents first
- Design and implement onboarding automation, health scoring, and proactive at-risk account rescues to drive retention and expansion
- Write the CS playbook from scratch: SOPs, escalation criteria, reporting, and close the product feedback loop with engineering
- Use Claude Code / Codex and API/webhook integrations to build internal tooling that scales support without adding headcount
This is a hybrid role based in San Francisco, with in-office work 4 days per week (Wednesday WFH).
- 4-5 years in a technical, customer-facing role (support engineering, solutions engineering, or CS Ops), ideally at an early-stage B2B SaaS startup
- Can write scripts, hit APIs, and debug integrations independently with no engineering hand-holding needed
- Has owned a support function solo: set SLAs, reduced queue volume through tooling and documentation, not just ticket-answering
- Demonstrated ability to build with AI tools (Claude Code, Codex, LLMs/AI agents): this is a hard requirement, not a nice-to-have
- Based in San Francisco and able to work in-office 4 days/week (Wednesday WFH)
- Strong skills in REST APIs/webhooks, scripting (Python/JS), knowledge base tooling, and CRM tooling