Technical Accounts Manager

Location: In-Person, Palo Alto CA

Employment Type: Full-time

KID Co. is building the future of children's creativity. Our AI-powered device empowers kids ages 4–14 to create stories, music, art, and AI companions through simple voice prompts—all in a completely offline, privacy-first environment. We're a mission-driven team passionate about sparking imagination while giving parents peace of mind.

We're looking for a Head of Technical Support to build and lead our entire customer support operation from the ground up. This is a senior leadership role for someone who can do it all—jump on calls with customers when needed, design scalable support processes, hire and develop a team, and work cross-functionally with engineering and product to turn customer pain points into product improvements.

You'll own the full customer support experience: from the moment someone reaches out with a question to the systemic changes that prevent that question from ever needing to be asked again.

• Recruit, hire, and onboard technical support specialists as the team grows
• Train and mentor team members on product knowledge, communication skills, and troubleshooting
• Set performance standards and create a culture of empathy, ownership, and continuous improvement

• Design and implement support workflows, ticketing systems, and escalation procedures
• Establish KPIs (response time, resolution rate, CSAT, etc.) and hold the team accountable to them
• Manage support tooling and vendor relationships (helpdesk software, phone systems, etc.)
• Create and maintain knowledge bases, FAQs, and internal documentation

• Field customer calls and inquiries directly, especially during early growth stages
• Handle complex escalations and VIP customer issues personally
• Stay close to the day-to-day so you understand what your team and customers experience

• Analyze support data to identify trends, recurring issues, and opportunities
• Partner with Product and Engineering to advocate for customer-driven improvements
• Build feedback loops that turn support insights into roadmap priorities
• Develop proactive support strategies (onboarding guides, tutorial content, etc.) to reduce inbound volume

• Provide regular updates to leadership on support metrics, team health, and customer sentiment
• Represent the voice of the customer in company-wide decisions

• A builder. You've created support processes, teams, or systems before—ideally at a startup or during a period of rapid growth. You're energized by ambiguity and making order out of chaos.
• A leader who leads from the front. You're not above taking calls or diving into tickets. You believe the best managers stay close to the work.
• Customer-obsessed. You genuinely care about helping people and see every support interaction as an opportunity to build loyalty.
• Analytical and process-minded. You use data to make decisions and constantly look for ways to improve efficiency without sacrificing quality.
• An excellent communicator. You can translate customer frustrations into actionable insights for engineering. You can coach a struggling team member with clarity and compassion.
• Calm under pressure. Product launches, outages, and angry customers don't rattle you.

• 5 years of experience in customer support, technical support, or customer success
• 2 years of experience managing or building a support team
• Proven track record of designing and implementing support processes and systems
• Strong technical aptitude—comfortable learning hardware/software products deeply
• Experience with support platforms (Zendesk, Intercom, Freshdesk, or similar)
• Excellent written and verbal communication skills
• Experience working cross-functionally with product and engineering teams

• Experience supporting consumer hardware or electronics products
• Background in engineering, IT, or a technical field
• Experience at an early-stage startup (Series A or earlier)
• Familiarity with children's products, parenting tech, or family-focused brands
• Experience building support for subscription-based products

• Foundational role with significant ownership and growth potential
• Direct impact on customer experience and product direction
• Be part of a small, passionate team building something meaningful for families
• Competitive compensation, equity, and benefits
• Shape the support culture and team from day one



Benefits:

• 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person

Send your resume and a brief note explaining your approach to building a world-class support organization to [hiring email]. We'd love to hear about a support process you built or improved and what impact it had.

KID Co. is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members.