Who we are:

Reports to: Esha Joshi, Cofounder & Chief Customer Officer

Yoodli is the AI roleplay simulator redefining how individuals and teams master communication. Think of it as the batting cage before the big game - but for communication. Whether it’s a sales pitch, manager feedback session, or media interview, Yoodli provides private, judgment-free, just-in-time coaching. Leaders at companies like Google, Databricks, Snowflake, RingCentral, Toastmasters, and Dale Carnegie use Yoodli to ramp reps faster, improve message delivery, and reduce coaching burden on frontline managers. The result is stronger performance, greater team readiness, and a more scalable path to impact.

We’re building a new category called Experiential Learning: a new AI-powered category that helps people learn through conversational roleplays. People don’t learn from slides: they learn through dialogue, questions, and iteration. Yoodli makes that process interactive, personalized, and always up to date. It’s learning that feels fun, builds confidence, and finally lets organizations measure the ROI of training.

We’ve $40M in Series B funding, doubling our team in 2026, and are headquartered at the beautiful Pier 70 in Seattle.

• TED Talk with our “Why”
• Explainer on experiential learning

The Role: Head of Customer Support

We’re hiring a Head of Customer Support to build, scale, and lead Yoodli’s support organization as a foundational part of our customer experience. You’ll report to the founder/Chief Customer Officer with company-wide visibility and play a critical role in ensuring every customer receives fast, empathetic, high-quality support.

This is a true player-coach role: you’ll define our support strategy, escalations framework, and SLA commitments, while also working frontline tickets, handling escalations, building documentation, and modeling exceptional support delivery, especially important in our early-stage growth. You’ll set the foundation for what “world-class support” means at Yoodli, then scale the function as we grow.

You’ll partner closely with Customer Success, RevOps, and Product to ensure customer feedback informs roadmap decisions and support becomes a strategic driver of retention, product quality, and overall customer success.

What You’ll Do

• Strategy, Vision, & Team Leadership
  • Define what “premium enterprise support” looks like at Yoodli: build vision, standards, and long-term strategy for enterprise support excellence
  • Create repeatable support playbooks, escalation protocols, SLA frameworks, and documentation to scale support as the customer base grows
  • Coach, lead, and develop team members on support fundamentals: issue triage, escalation discipline, communication quality, and customer empathy
• Support Operations & Escalations
  • Define support tiers and SLA commitments appropriate for enterprise customers (e.g. priority levels, response and resolution times, escalation windows, coverage hours, and communication protocols)
  • Own and refine support tooling (help desk, knowledge base) in collaboration with RevOps/Product
• Frontline Support Execution (Player-Coach Responsibilities)
  • Personally respond to customer tickets, troubleshoot issues, and handle escalations, especially in early stages when the team is small
  • Create and maintain support documentation, macros, help center articles, and internal playbooks
  • Manage support load, ensure proper ticket routing and load balancing, and intervene in real-time when needed to resolve high-priority issues

About You

• Have 4–6 years of experience building or leading customer support or support ops teams, ideally in fast-paced, high-growth SaaS