Technical Support Lead

About Zuma

Zuma is pioneering the future of agentic AI and our focus is to transform the rental market experience for consumers and property manager alike. Our innovative platform is engineered from the ground up to boost operations efficiency and enhance support capabilities for property management business across the US and Canada, a ~$200B market.

Off the back of our Series-A in early 2024, Zuma is scaling rapidly. Achieving our vision requires a team of passionate, innovative individuals eager to leverage technology to redefine customer-business interactions. We're on the hunt for exceptional talent ready to join our mission and contribute to building a groundbreaking technology that reshapes how businesses engage with customers.

Zuma has raised over $17M in funding to date and has support from world-renowned investors, including Andreessen Horowitz (a16z), Y Combinator, King River, Range Ventures, and distinguished angel investors like YC’s former COO, Qasar Younis.

About the role

The Technical Support team enables Zuma’s growth by supporting clients in a clear and professional manner to ensure that they are happy and able to achieve the product and business outcomes they are looking for.

You will professionalize and lead a small but growing team, based between the US and the Philippines, engaging with customers via multiple channels (phone, ticketing system, live chat, and screen sharing tools) to identify and resolve technical support requests while continuing to educate our clients on the use of the platform. Where needed, you’ll reproduce technical issues and triage to our Engineering teams, taking ownership of the customer communications and setting expectations on resolution.

You will help us design and implement an amazing customer service model inclusive of a modern tech stack as well as lead an initiative to create a world-class knowledge base/support portal, comprised of technical and product documentation, standard operating procedures, and more, building a rock-solid foundation from which the Technical Support organization can scale.

You will train and mentor a team of amazing Technical Support Specialists, taking responsibility for our support queues and generating positive technical support outcomes.

Reporting to the Head of Success, the Technical Support Lead role offers an exciting opportunity for individuals with a passion for learning, problem-solving, and technology. If you're enthusiastic about startups and tech, this position allows you to support play a key role supporting customers using the Zuma platform.

• You are a true technical product expert and you love imparting this knowledge to others to help them do great work.
• You want to help own and shape our support and success motions.
• You love being “in the trenches” and you have the knowledge and discipline to understand what issues you can resolve vs. those you need to escalate.
• You love building great digital content / documentation and thinking about how we can make the process of self-support easy and rewarding.
• You love building from the ground up and having extreme ownership.
• You are looking for a learning experience and have a growth mindset.
• You are ready to build an incredible customer support program for a new product category.
• You want daily access to and feedback from VP and C-level executives and are eager to interface with and learn from many departments inside the company.
• You want to work with other like-minded folks to build something special!

• You are not ready for the occasional 50-60 hour work week right now or the occasional weekend of work.
• You are not comfortable working in a rapidly changing environment that has some ambiguity and little structure today.
• You are not ready for what some may consider a risky career opportunity. Even with our growth, we are still an early-stage startup. If you need something highly predictable, this is not the right fit.
• You’re not excited about AI and what it can do to transform property management companies. You won’t be able to succeed in this role unless you love our customers and want to truly help them in whatever way possible.
• You aren’t able to interface with our team in the Philippines or India, which, due to time zones, may require occasional evening work.

• 3-5 years of experience in a technical support role, solving highly technical problems.
• Familiarity with or eagerness to learn about LLM (large language model) architectures and NLP (natural language processing) applications.
• Excellent technical written and verbal communication skills.
• Fluency with JIRA, Zendesk, ADA, Intercom, Clueso, or similar CS tools.
• Metrics-driven & an experimental mindset.
• Previous experience at a Series-A or Series-B SaaS startup.
• Bonus: Deep knowledge and hands-on experience working with PMS and CRM systems such as Yardi, RealPage, Knock, and Entrata, AND/OR agentic conversational AI solutions.

• Great health insurance, dental, and vision.
• Gym and workspace stipends.
• Computer and workspace enhancements.
• Unlimited PTO.
• Company off-sites with the team.
• Opportunity to play a critical role in building the foundations of the company and GTM culture.

This role is based in Santa Monica, CA. We use a hybrid work model of a minimum of 3 days in the office per week. While remote work is amazing for many roles and successful for many companies, at Zuma, we believe that human interaction and collaboration is critical to helping us achieve our goals, and more enjoyable! As such, our strong preference is for candidates to work from our amazing office in downtown Santa Monica (1 block from the beach)!