Support Manager
Summary
Hedra is looking for a seasoned Support Manager to build/lead our customer support team and enhance the way we serve our users. The right candidate will be both tech-savvy and deeply familiar with content creation, with a strong background in leading support teams and improving user experiences.
Role
Lead and support a team of agents and specialists to provide fast, thoughtful, and effective assistance to users.
Develop and optimize support workflows, processes, and tools to ensure a high-quality customer experience.
Partner with Product, Engineering, and Marketing to represent user feedback and drive improvements.
Resolve complex or escalated support issues with professionalism and efficiency.
Experience:
At least 5 years of experience in customer support or success roles, ideally in creative tooling or related industries.
3–5 years managing or leading support teams.
Player/Coach mentality: spend time answering support requests daily.
Excellent communication, organizational, and conflict resolution abilities.
Experience with tools like Pylon, Intercom, Zendesk, and Linear.
Deep understanding of how our content creators, marketers, or creative agencies work.
Ability to work in-person at least twice a week from one of our offices (SF or NY)
Personality:
Self-motivated and independent — able to set accurate timelines for development and deliver on them. Have an opinion and the experience to backup that opinion.
Low ego, high patience, strong communication skills.
Understand operational costs and overhead short and long term.
Mission-driven — we are building something fundamentally disruptive and this reflects deeply in our company DNA.
And most importantly, treat Hedra as your own and help shape the vision accordingly
Benefits:
Competitive compensation and equity
401k
Healthcare (Silver PPO Medical, Vision, Dental)
Lunch and snacks at the office
Average salary estimate
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