Product Support Lead

*This role is in-office in Lehi, UT. Do not apply if you are not willing to work in-person in Lehi, UT

TLDR

We’re looking for a Product Support Lead to interface with customers, document Zaymo’s product, and recommend product direction while staying on top of day-to-day customer support operations. This is a high-impact role where you’ll act as the voice of the customer, the only steward of our knowledge base, and a partner to product as we scale.

You’ll work directly to the CEO and single-handedly take on the support function from an already successful place. If you want to join a fast-growing startup, shape the support function from day one, and quickly grow your influence over time, this is for you. This role can turn into a role in product or customer experience as the company grows.

What is Zaymo?

At Zaymo, we’re building the future of ecommerce communication. We help brands turn email into a shoppable, personalized experience with no engineers required. Tens of millions of shoppers interact with Zaymo-powered emails every month.

Zaymo is backed by investors like Y Combinator, the co-founder of YouTube, and others.

Read more about working at Zaymo here.

Why Zaymo

• 🚀 Rapid Growth: We went from $1M to $3M in ARR in the last 11 months
• 🛠️ Excellent Team: Ex. Harvard, Cornell, Nasa, Route, Weave (YC W14), Levo (YC S22)
• ⚖️ Great risk-reward profile: $3M ARR means it’s early enough to ride a lot of growth but late enough there is repeatable success and lots of momentum
• What does the role look like?
• Owning all of the customer support experience after a customer is live
• Improving the AI support agent
• Owning the customer-facing knowledge base
• Quickly becoming the most knowledgeable person about Zaymo’s product
• Advocating for customer needs by influencing product decisions
• Career growth can lead to either running support as it scales or moving to onboarding/customer success
• What do you look like?
• You love to build. You may want to found a startup someday. You are comfortable with the responsibility that comes from being the one person in your role right now
• You can think clearly, write well, and you have strong interpersonal skills
• While you are good at working with people, you can put your head down and learn to automate the customer experience for our lower-tier customers
• You have enough empathy and intuition to feel what the market demands and recommend features to the product team

Compensation

• $55 - 75k on-target earnings
• Includes $10k bonus on performance
• Questions? Reach out to careers[at]zaymo.com