Support Manager

1 Month ago • 5 Years + • $125,000 PA - $150,000 PA

Job Summary

Job Description

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.
Must have:
  • 5+ years in customer support/success
  • 3-5 years managing support teams
  • Player/Coach mentality
  • Excellent communication skills
  • Strong organizational skills
  • Conflict resolution abilities
  • Familiarity with creative industry workflows
  • Ability to work on-site twice a week
Good to have:
  • Experience with Pylon, Intercom, Zendesk, Linear
  • Deep understanding of content creators, marketers, and agencies
Perks:
  • Competitive compensation and equity
  • 401k
  • Healthcare (Silver PPO Medical, Vision, Dental)
  • Lunch and snacks at the office

Job Details

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

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About The Company

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.

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