Founding Customer Success Manager

About Hyperscale

Hyperscale is building the AI-native intelligence layer for physical operations - starting with trucking carriers. We're a team of ex-Samsara engineers and fleet operators automating the highest-volume office workflows (driver support, load coordination, scheduling) with agentic AI that actually moves the needle. Our products are deployed with some of the largest fleets in the US, autonomously handling ~70% of inbound calls with strong customer satisfaction. We're a small team, moving fast, backed by top investors and advisors.

The Role

We're hiring a Founding Customer Support Manager who will own the entire customer support experience at Hyperscale. You'll work directly with enterprise and mid-market carriers, ensuring they get maximum value from our agentic AI platform while building the support function from the ground up.

You'll be working at the intersection of cutting-edge AI and real-world operations: supporting customers deploying autonomous AI agents that handle their most critical workflows. This means understanding both the technical nuances of agentic systems and the operational realities of trucking carriers - then translating between the two to drive successful outcomes.

This is a broad, hands-on role where you'll define support processes, work directly with customers, and shape the product based on frontline insights. If you like being the voice of the customer, solving hard problems, and building scalable systems from zero, this role is for you.

What You'll Do

Customer support and success

• Own the full support experience for enterprise and mid-market customers, from initial onboarding through ongoing optimization

• Serve as the primary technical point of contact for customer issues, troubleshooting everything from integration questions to AI agent behavior

• Build deep expertise in our agentic platform and become the go-to resource for customer inquiries

• Proactively identify opportunities to improve customer outcomes and drive product adoption

Support operations and systems

• Build support processes, workflows, and documentation from scratch that will scale with the company

• Define and track key support metrics (response time, resolution time, CSAT, etc.) and continuously improve them

• Set up ticketing systems, knowledge bases, and tools to enable efficient support delivery

• Create runbooks and training materials for common issues and workflows

Product feedback and collaboration

• Serve as the voice of the customer to product and engineering teams, translating support patterns into actionable insights

• Work closely with founders and engineering to reproduce issues, validate fixes, and inform roadmap priorities

• Participate in product reviews and customer calls to provide frontline perspective

• Help shape how we build agentic features that are robust and intuitive for enterprise users

Team and culture building

• Set the standard for customer empathy, technical depth, and ownership

• Build out the support team as we scale, including hiring and mentoring future team members

• Shape our support culture and establish processes that balance speed with thoroughness

• Contribute to cross-functional collaboration between support, product, sales, and success

Who You Are

• 3-5+ years of customer support or customer success experience, ideally in B2B SaaS or technical products

• Track record of managing enterprise customer relationships and handling complex technical issues

• Strong technical aptitude - comfortable learning new systems quickly and troubleshooting across different layers of the stack

• Excellent written and verbal communication skills; you can explain complex technical concepts clearly to diverse audiences

• Highly organized with strong attention to detail and ability to manage multiple priorities

• Proactive problem-solver who takes ownership and sees things through to resolution

• Comfortable with ambiguity and building processes from scratch

Nice to Have

• Experience supporting AI/ML products or other rapidly evolving technical platforms

• Background in logistics, trucking, fleet operations, or adjacent industries

• Prior work at an early-stage startup or as a founding support/success hire

• Experience with enterprise SaaS tools (ticketing systems, CRMs, knowledge bases)

• Technical background or ability to read logs, understand APIs, and work with engineering teams directly

Location

San Francisco preferred (in-person). We move quickly and value tight feedback loops across support, product, engineering, and customers.

Why Hyperscale

• Real product in production with major US fleets

• Clear ROI and strong metrics already working in the wild

• Direct exposure to cutting-edge agentic AI technology and how it operates in high-stakes production environments

• Work closely with customers solving real operational problems and see immediate impact

• Build the support function from day one, with a path to leadership as we scale

• Backed by top VCs and growing quickly - doubling the team in the first half of the year

To apply: Send a note with your LinkedIn and 1-2 examples of work you're proud of (a customer win, a process you built, a tough issue you resolved, or anything that shows how you think and support customers).