WHY MINTLIFY?

We're on a mission to empower builders.

• Massive reach: Our docs platform serves 100 million+ developers every year and powers documentation for 18,000+ companies, including Anthropic, Microsoft, Pay Pal, Spotify, Coinbase, X, and over 20% of the last YC batch.

• Small team, huge impact: We’re only 43 people today, backed by $22 million in funding, each new hire shapes the company’s trajectory.

• Culture of slope over y-intercept https://mattrickard.com/hire-slope-not-intercept: We value learning velocity, grit, and unapologetically unique personalities.

We grew in value faster than headcount and we’re looking to align the two quickly.

WHAT YOU’LL WORK ON HERE:

• Turning Mintlify support into a genuine differentiator that accelerates our customers’ success, drives word of mouth, and signals operational excellence as a part of brand identity

• Leading the existing team and build out a global customer support function with 24/7 coverage and sub-minute response times

• Using differentiated quality of support as a way to drive referrals and expansion

• Ensuring quality of support remains incredibly high even as volume expands, reducing engineering bandwidth spent on escalations

What you bring to the table

• 4-10 years experience in customer success, 2+ of which are in technical customer support roles, ideally as Head of Support

• Have a technical mindset: can understand API issues, speak like a developer, and debug problems without engineering help

• Previously built out and scaled 24/7 support systems with sub-minute SLAs at a company with a high bar for customer support

• Experience managing distributed teams or contractor networks

• Obsessive about customer outcomes, speed and quality, systems thinker; uncompromisingly high standards

• Analytical orientation: comfortable digging into data to spot trends, diagnose issues, forecast staffing, and identify opportunities to improve efficiency and quality

COMPANY BENEFITS:

• Competitive compensation and equity

• 20 days paid time off every year

• 401k or RRSP

• $420/mo. wellness stipend

• 100% coverage for Health, dental, vision

• Free Ubers to and from work

• Free lunch and dinners

• Annual team offsite (previously went to Alaska, Hawaii)