Hedra is a pioneering generative media company backed by top investors at Index, A16Z, and Abstract Ventures. We're building Hedra Studio, a multimodal creation platform capable of control, emotion, and creative intelligence.At the core of Hedra Studio is ourCharacter-3foundation model, the first omnimodal model in production. Character-3 jointly reasons across image, text, and audio for more intelligent video generation — it’s the next evolution of AI-driven content creation.

Hedra

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Hedra is seeking a skilled Support Manager to build and lead their customer support team, aiming to improve user service. The ideal candidate should be tech-savvy, experienced in content creation, and possess a strong background in leading support teams and enhancing user experiences. The role involves managing support agents, optimizing workflows and tools for high-quality customer interactions, collaborating with Product, Engineering, and Marketing teams to incorporate user feedback, and efficiently resolving escalated support issues.

Senior Backend Engineer

<h1>Summary</h1>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.<h1>Role</h1><ul style="min-height:1.5em"><li>Lead and support a team of agents and specialists to provide fast, thoughtful, and effective assistance to users.</li><li>Develop and optimize support workflows, processes, and tools to ensure a high-quality customer experience.</li><li>Partner with Product, Engineering, and Marketing to represent user feedback and drive improvements.</li><li>Resolve complex or escalated support issues with professionalism and efficiency.</li></ul><h1>Experience:</h1><ul style="min-height:1.5em"><li>At least 5 years of experience in customer support or success roles, ideally in creative tooling or related industries.</li><li>3–5 years managing or leading support teams.</li><li>Player/Coach mentality: spend time answering support requests daily.</li><li>Excellent communication, organizational, and conflict resolution abilities.</li><li>Experience with tools like Pylon, Intercom, Zendesk, and Linear.</li></ul><ul style="min-height:1.5em"><li>Deep understanding of how our content creators, marketers, or creative agencies work. </li><li>Ability to work in-person at least twice a week from one of our offices (SF or NY)</li></ul><h1>Personality:</h1><ul style="min-height:1.5em"><li>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.</li><li>Low ego, high patience, strong communication skills.</li><li>Understand operational costs and overhead short and long term.</li><li>Mission-driven — we are building something fundamentally disruptive and this reflects deeply in our company DNA.</li><li>And most importantly, treat Hedra as your own and help shape the vision accordingly</li></ul><h1>Benefits:</h1><ul style="min-height:1.5em"><li>Competitive compensation and equity</li><li>401k</li><li>Healthcare (Silver PPO Medical, Vision, Dental)</li><li>Lunch and snacks at the office</li></ul>

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