AI customer support agents · San Francisco
About Decagon
Decagon is the leading conversational AI platform empowering every brand to deliver concierge customer experiences.
Our technology enables industry-defining enterprises like Avis Budget Group, Block’s Cash App and Square, Chime, Oura Health, and Hunter Douglas to deploy AI agents that power personalized, deeply satisfying interactions across voice, chat, email, SMS, and every other channel.
We’re building a future where customer experiences are being redefined from support tickets and hold music to faster resolutions, richer conversations, and deeper relationships. We’re proud to be backed by world-class investors who share that vision, including a16z, Accel, Bain Capital Ventures, Coatue, and Index Ventures, along with many others.
We’re an in-office company, driven by a shared commitment to excellence and velocity. Our values — Just Get It Done, Invent What Customers Want, Winner’s Mindset, and The Polymath Principle — shape how we work and grow as a team.
About the Team
The IT and Operations team at Decagon enables our rapidly scaling organization to move fast while maintaining security, compliance, and seamless employee experiences. We build the technology infrastructure and operational workflows that empower our team to focus on building category-defining AI products.
Working closely with Security Engineering and Internal Tools teams, we ensure Decagon's IT environment supports both startup velocity and enterprise standards.
This is an in-office role based in our San Francisco HQ.
About the Role
Lead and evolve Decagon's IT operations as we scale from 250 staff to 500+, building intelligent, automated systems that support a global workforce across San Francisco, New York, London, and Sydney.
This role owns company-wide IT strategy and execution. You will define and execute a multi-year IT roadmap aligned with Decagon’s growth trajectory, ensuring our infrastructure, systems, and workflows scale ahead of company needs.
You’ll transform our IT function from tactical support to strategic enablement by leveraging AI-powered workflows, automation-first design, and modern ITSM practices. This role sits at the intersection of IT operations, security, internal tooling, and automation, with engineering support available for tooling investments and custom integrations.
This is an opportunity to architect and scale a global IT organization at a fast-growing AI company.
In this role, you will
Lead and mentor a team of IT professionals across multiple time zones, fostering a culture of ownership and continuous improvement in a hybrid/async environment
Scale the IT team globally, hiring and developing talent across regions to support Decagon’s expanding international footprint
Develop and manage the annual IT budget, proactively forecasting infrastructure, SaaS, and headcount needs in alignment with company growth
Design and implement automated SaaS provisioning and deprovisioning workflows that scale with rapid headcount growth
Build operational workflows derived from company IT policies, translating security and compliance requirements such as SOC 2 and ISO 27001 into streamlined, automated processes
Replace manual IT processes with automated, self-service systems using APIs, scripting, or workflow automation tools
Collaborate with Internal Tools Engineering to build custom integrations that reduce ticket volume and improve time-to-resolution
Drive the evaluation, adoption, and implementation of AI-powered IT Service Management platforms to modernize support delivery
Collaborate with finance and security on vendor management and SaaS procurement, optimizing costs and consolidating tools while ensuring security review and compliance
Establish IT governance frameworks and decision-making processes that scale globally while maintaining security, compliance, and operational consistency
Lead the creation and formalization of AI tools and workflow builders that enable employee productivity and self-service capabilities, in collaboration with internal tooling teams
Partner closely with Security Engineering in a shared responsibility model for device management, access control, zero-trust architecture, and security monitoring
Coordinate and oversee conference room, WiFi, and Zoom room buildouts across a growing global office portfolio
Establish metrics and reporting frameworks to measure IT performance, onboarding SLAs, system uptime, ticket resolution times, and employee satisfaction
Scale IT operations to support global expansion while maintaining a consistent employee experience and strong security posture
Your background looks something like this
5–8 years of progressive IT leadership experience in high-growth SaaS or technology companies, including 3+ years managing distributed IT teams
Proven track record scaling IT operations through rapid growth phases (e.g., 200 → 500+ employees)
Experience building and leading global IT teams across multiple regions and time zones
Strong technical foundation with deep hands-on experience in SaaS administration, MDM platforms (Rippling, Jamf, Intune), and Google Workspace
Experience designing and implementing automated IT workflows using APIs, scripting (Python, JavaScript, or similar), or tools like Zapier, Workato, or custom integrations
Demonstrated experience replacing manual IT processes with scalable, automation-first systems
Hands-on experience implementing or maturing Zero Trust architecture and modern endpoint security strategies
Experience designing and managing full device lifecycle programs (procurement, deployment, refresh, recovery, offboarding) at scale
Working knowledge of SOC 2, ISO 27001, and their operational impact in partnership with Security and GRC teams
Experience managing global vendors and supporting international office expansions
Excellent project management skills with ability to balance strategic initiatives and day-to-day operational demands
Strong stakeholder management and communication skills, with ability to translate technical concepts for non-technical audiences
Bias toward building scalable systems rather than reactive support processes
Even better if you have
Experience at AI/ML companies or fast-moving startups that scaled to 300+ employees
Background implementing AI-powered ITSM platforms or building AI-driven workflow automation
Track record leveraging AI coding tools (Cursor, Claude, GitHub Copilot) for automation and productivity improvements
Familiarity with modern security tooling such as SentinelOne, CrowdStrike, or similar EDR platforms, as well as SIEM tooling and DLP.
Knowledge of identity and access management systems (Okta, Google Workspace)
Prior experience managing IT operations in regulated industries (healthcare, financial services)
Compensation: $168,000-$210,000 + Equity
Benefits
We proudly offer the following benefits for our full-time employees:
Take what you need vacation policy (subject to local requirements; UK employees receive 25 days of statutory leave)
Medical, Dental, and Vision benefits for you and your family
Life Insurance and Disability Benefits
Retirement Plan (e.g., 401K, pension)
Parental Leave
Fertility and family building benefits through Carrot
Daily lunches and snacks in the office to keep you at your best
These benefits are described in more detail in Decagon’s policies, may vary by location, and can change at any time according to applicable compensation and benefits plans.