Genspark

Compensation

Full Description

About Genspark We're building the future of AI with our Agent Engine platform. Our products—Genspark Super Agent, Genspark AI Slides, and Genspark AI Sheets—are transforming how people work with artificial intelligence. The Opportunity This is a rare opportunity to join as a founding leader and build something transformative from the ground up. As Head of Support, you won’t just be answering tickets—you’ll be architecting the future of customer support system, leveraging Genspark’s advanced AI capabilities to reimagine what’s possible. Your work will directly influence product development and set new industry standards for how support should be done. What You’ll Build 1. Architect a World-Class Support System Design and implement a comprehensive ticket lifecycle management system that ensures every customer request is tracked, prioritized, and resolved with excellence Establish quality standards and satisfaction metrics that drive continuous improvement Build scalable processes that maintain high-touch service as we grow exponentially Create proactive monitoring and alerting systems to identify and resolve issues before customers experience them 2. Build a Global, Multi-Lingual Support Team Recruit, develop, and lead a distributed team covering our global customer base across the US, Japan, Korea, India, France, and Brazil Design coverage strategies that provide 24/7 support across all time zones and languages Create training programs that empower team members to deliver exceptional service while maintaining cultural sensitivity Foster a collaborative, high-performance culture that scales across geographies 3. Redefine Support Through AI Innovation Partner closely with engineering and product teams to leverage Genspark’s super agent capabilities in revolutionary ways Pioneer new support methodologies that combine human expertise with AI augmentation Transform our support function into a competitive advantage and showcase for what’s possible with AI Continuously experiment with and implement cutting-edge support technologies 4. Drive Product-Level Impact Analyze support patterns to identify recurring pain points and systemic issues Translate customer feedback into actionable product insights and feature requests Work cross-functionally to ensure customer challenges are solved at the product level, not just the support level Build feedback loops that make support requests progressively unnecessary through proactive product improvements Measure success not just by tickets resolved, but by tickets prevented What You Bring Required Experience 5-10 years of hands-on support experience in technology/software companies Proven leadership in building and scaling support teams from the ground up Large-scale impact: Direct experience supporting millions (preferably tens of millions) of users Track record of excellence: Demonstrable success in maintaining high customer satisfaction scores (CSAT, NPS) at scale Systems thinking: Experience designing and implementing support operations, tools, and processes Global perspective: Experience managing distributed teams across multiple time zones and cultures Essential Qualities Ambitious & Motivated: You’re driven by the opportunity to build something unprecedented and set new industry standards Humble: You lead by example, roll up your sleeves, and value every team member’s contribution Exceptional Communicator: You can translate complex technical issues into clear solutions and rally teams around a shared vision Passionate: You genuinely care about customer experience and see support as a strategic function, not a cost center Data-Driven: You make decisions based on metrics and continuously optimize for better outcomes Innovative: You’re excited about leveraging AI and new technologies to reimagine what support can be Bonus Points Experience with AI-powered support tools or automation Multilingual capabilities Background in fast-growing startups or hyper-growth environments Technical aptitude to understand and communicate about complex AI products Experience turning support insights into product features Why This Role Matters At Genspark, support isn’t a department that catches problems—it’s a strategic function that prevents them. You’ll have direct access to leadership, significant autonomy, and the resources to build something truly innovative. Your insights will shape product direction, and your team will serve as the voice of our global customer community. This role offers the unique opportunity to: Define how AI-native companies approach customer support Build systems and methodologies that will be studied and replicated across industries Lead a function that’s treated as a growth driver, not a cost center Work with cutting-edge AI technology that most support leaders only dream about Our Culture We move fast, think big, and stay grounded. We value: Customer Obsession: Everything starts with understanding and exceeding customer needs Innovation: We question assumptions and aren’t afraid to do things differently Ownership: Leaders here have autonomy and accountability Collaboration: The best solutions come from diverse perspectives working together Continuous Learning: We’re building something new, which means learning every day How to Apply If you’re ready to redefine what support can be and build something that matters at a company poised for explosive growth, we want to hear from you. Please share: Your resume highlighting relevant experience A brief cover letter explaining why you’re the right person to build the future of support at Genspark Examples of support systems, processes, or innovations you’ve implemented that drove measurable impact Genspark is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.