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