Custom Support Lead at Flux

<h2>Why Flux</h2><p style="min-height:1.5em">Flux is taking the hard out of hardware, by developing the first <strong>AI Hardware Engineer.</strong> Our goal is to democratize the ability to create bleeding edge hardware, and revolutionize how electronics are designed and built around the world.</p><h2>The Role</h2><p style="min-height:1.5em">This is an opportunity to build a world-class, systems-driven support function from the ground up. You’ll collaborate closely with product, engineering, and design to deeply understand Flux and turn that understanding into scalable support operations: automation, self-serve, and a tight feedback loop that improves the product. You’ll own the end-to-end support experience — from the first customer touch to durable systems that make support faster, higher quality, and easier to scale.</p><p style="min-height:1.5em"><strong>What You'll Do</strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Own the support operating system: tooling, workflows, SLAs, escalations, and quality standards.</p></li><li><p style="min-height:1.5em">Build scalable self-serve: help center, knowledge base lifecycle, templates/macros, and content that drives deflection.</p></li><li><p style="min-height:1.5em">Ship automations/integrations across support + internal systems to improve routing, prioritization, and follow-through.</p></li><li><p style="min-height:1.5em">Run a tight support→product loop: pattern detection, crisp bug reports, root-cause partnerships with engineering, and customer closure.</p></li><li><p style="min-height:1.5em">Establish and operate key metrics (FRT, TTR, CSAT, backlog health) and drive continuous improvement.</p></li></ul><p style="min-height:1.5em"><strong>Who You Are</strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">You have 6+ years of experience in customer support, customer success, or technical support at a software company, including owning systems/process improvements (not just handling tickets).</p></li><li><p style="min-height:1.5em">You build leverage through automation and operational rigor — you turn recurring issues into durable workflows, tooling, and docs.</p></li><li><p style="min-height:1.5em">You write and communicate clearly with customers and internally (tickets, incident comms, escalations, postmortems).</p></li><li><p style="min-height:1.5em">You’re metrics-driven and can run an improvement cadence from data to action.</p></li><li><p style="min-height:1.5em">Bonus: Experience supporting technical/dev tools; familiarity with CAD/EDA workflows; experience building AI-assisted support workflows.</p></li></ul><h2>Profile</h2><p style="min-height:1.5em">Impact-oriented: You don't feel done until real people are getting real value from what you built.</p><p style="min-height:1.5em">Ambiguity-native: You thrive in the undefined. Our work is full of half-mapped terrain, soft constraints, and ideas that shift under your feet. That energizes you. You const