Support Lead

• Own the overall customer support experience at Ambrook, building the feedback loop that turns every customer interaction into product improvements.
• Lead a team of technically-minded product experts using AI as their default operating layer, and own the strategy for AI systems and tooling.
• Fix friction at the source, design for moments of delight, and make support a high-leverage product surface.
• Stay connected to engineering, product, design, sales, and marketing to ensure customer signals show up in the roadmap.

By improving the financial infrastructure for American family-run businesses, this role helps independent operators become more profitable and resilient, enabling them to make sustainable investments that benefit their operations and the environment.

• Experience building and leading a team, including hiring, coaching, and performance management.
• Comfortable with AI and its limits; has shipped workflows or agents that changed team operations.
• Sees support as a product surface, not a queue to clear; can decide between product fix, help article, AI improvement, or human intervention.
• Meets customers where they are, remains calm under pressure, and builds trust quickly.

• Competitive salary
• Health insurance
• 401(k) with matching contribution
• Flexible vacation time
• Flexible work hours
• Work-from-home/remote office stipend, or desk at Ambrook’s NYC office or Denver office
• Wellness stipend
• Professional development stipend

Ambrook helps American family-run businesses become more profitable and resilient by rebuilding the financial infrastructure they rely on, replacing paperwork with modern tools for accounting, banking, and spending.