Photo by Glenn Carstens-Peters on Unsplash
Thankful Raises $12 Million To Help Businesses Boost Their Customer Service Experience
Ted Mico created an automated customer service platform that works with companies like Crate & Barrel and subscription box service FabFitFun because he hated chat bots.
His three-year old company Thankful was born after his own experience waiting two weeks to hear back from customer service and throwing his phone in frustration across the room far too many times.
"When it comes to customer service, suddenly when you add technology you end up with some hideous chatbot experience," he said.
Ted Mico is Thankful's co-founder and CEO.
Thankful establishes customer relationships through their service platform routing and tagging help desk tickets. A Thankful AI "agent" fields customer queries via text or email. Mico said that Thankful can resolve up to 50% of all help desk tickets without a human.
Among the companies that use his service are MeUndies, makeup brand Morphe and sock-seller Bombas.
"In each one of our average lifetimes we will spend 43 days, dealing with customer service," Mico said. "All those customer queries we can solve without customer service people being involved, then they can be involved in other things and everybody gets better service."
The Venice-based company announced this week they raised $12 million in Series A funding led by Alpha Edison, a capital firm that invests in early-stage companies using AI, data and behavioral science. In addition, Bonfire, TenOneTen, Greycroft, Omega, and Miramar also invested in this round. The funds will be used to develop the product.
As more shopping is done online, more complaints and problems are being resolved through chat bots and other automated systems. It has swelled the ranks of the customer service industry. Thankful competes with other AI-driven companies including Bay Area competitors Netomi and Forethought.
Thankful charges a platform fee based on volume. Though Thankful is not profitable, there are over 50 brands using the platform.
Mico thinks customer service will be regarded as the most viable sales and marketing channel of the future. Despite many outlets like Yelp using the star rating system helping restaurants and businesses learn about customer's comments and complaints, it isn't quick enough. There's an expectation for immediacy which has been fueled by technology and was heightened by the pandemic.
"Customer service is usually the last thought for most companies and we think that within five years, it will be the first," Mico said. "If you actually think of customer service as the most important thing, that customer journey is sacrosanct."
Metzner and Nadler bring that collective knowledge to bear in RYZ Labs, which calls itself a “hybrid startup studio.” That means RYZ is ready to help with two of the more daunting challenges any growing venture faces: Refining a startup’s vision and building the kind of staff needed to execute that vision—on a budget, if necessary. RYZ Labs’ official announcement is succinct: They want to “help existing startups scale fast and spend less.”
In an interview, Jordan Metzner tells dot.LA his time with Amazon played a significant role in returning to entrepreneurship. “I was able to work on entrepreneurial projects pretty much like the whole time,” he says, “And I basically was able to come up and generate new ideas and turn them from ideas into little startups at Amazon….”
Metzner also says that in his position, he got to "see both sides and how projects are able to set their value within the organization, how impactful they must be.”
Metzner’s final Amazon project helped turn him back toward the startup world. He invented Amazon’s Ring Drone, and after that, Metzner says, “I just knew that… creating things from scratch is still really where my passion was.”
“So yeah,” he says, “I had dreamed of building a startup studio for years.” According to Metzner, that takes “not just the desire to do it, but probably a collection of career experiences that have brought me to this place.”
Digital mock up for OffsiteIO, a startup helped by RYZ Labs
Assets by Ryz Labs
Thanks partly to Metzner’s and Nadler’s connections in Latin America (California Burrito Co. started in Argentina before expanding to six other Central and South American countries), RYZ Labs has international ambitions. As Metzner says in the launch announcement, RYZ combines two of his passions: “Latin America and business creation. Having lived and worked in Latin America for many years, I love the people and truly believe in the region’s tech prowess and potential.”
As experts on the Latin American market, Metzner and Nadler have the advantage of being able to identify the region’s top engineers. However, there are many other reasons for RYZ Labs to encourage founders to look beyond North America, including pandemic-inspired normalization of remote work, economic instability in the U.S., an untapped reserve of talented engineers, and more practical, simple advantages such as time zones lining up.
Expanding on the COVID-19-inspired advantages of distributed teams, Metzner tells dot.LA "that probably leads to part of the human capital side of our business.”
He notes that it has “been easier and easier to add additional teammates that may not be sitting in the same room as you. And as long as you speak the same language and you're in the same time zones, you know, it can be a super easy way to communicate and to build.”
RYZ Labs was in “stealth mode” for a year and, in that time, launched startups like HipTrain, a wellness coaching marketplace, and Offsiteio, which handles planning corporate offsite meetings. Asked if the nature of the startups he and Nadler work with has changed, Metzner notes that HipTrain is a “business that probably only could have been built due to the pandemic” thanks to the videoconferencing boom.
Regarding Offsiteio, Metzner says, "of course, companies always used to get together,” but “the idea of getting together was maybe like a summer picnic or something.”
“And now that the teams are, you know, in different places,” he continues, “getting together as a team is more important, and it's a shift from spending it on properly planned equipment and office space and spending it on experiences to bring your team together and create bonds to create a culture within your organization.”
RYZ’s development and staffing process is relatively straightforward. After incubating ideas and creating a workable—and saleable—version of a product or service, they move on to hiring leaders, then setting the stage for outside investors. After that, the “Human Capital” part of the equation kicks in, focusing on finding Latin American talent.
Asked if he has general advice for anyone in the earliest stages of conceiving a startup, Metzner keeps it simple: “Best place to start is to buy a domain name and get started,” he says.
“I mean, there's been more and more online tools to help build everything from websites to web applications, to communication with your customers. There's a lot of no code tools that even we use sometimes that are great intermediaries as you're building product.”
One clear thing that comes across when speaking with Metzner is that he’s happy about launching RYZ Labs in his hometown. “I was born in Los Angeles,” he says, “My mother was born in Los Angeles. Her parents were born in Los Angeles. I've lived in LA my entire life. I've moved around but came back.”
“I love Los Angeles, and I think it's a great place to build,” Metzner concludes, “I think it has such an entrepreneurial spirit based off of Hollywood films and the fact that every Hollywood movie is almost like a new business. It's an awesome place to build a company.”
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But while AI continues to dominate headlines, another sector is quietly making waves—defense technology. And one LA-based startup just secured a major endorsement from investors and the U.S. government.
Castelion’s Hypersonic Bet—Can It Outrun the Defense Industry’s Red Tape?
Image Source: Castelion
El Segundo-based Castelionjust raised$100 million to accelerate its mission to build hypersonic weapons faster, cheaper, and at scale. The financing—$70 million in equity (led by Lightspeed Venture Partners with participation from a16z, Lavrock Ventures, Cantos, First In, BlueYard Capital, and Interlagos) and $30 million in venture debt (from Silicon Valley Bank)—is the latest sign that venture capital sees national security startups as a high-growth opportunity.
Unlike traditional defense contractors, Castelion is operating like a fast-moving startup, not a slow-moving government supplier. Founded by former SpaceX engineers, the company is applying an iterative, test-heavy approach to building long-range hypersonic strike weapons—which travel at speeds exceeding Mach 5 (3,800+ mph) and are designed to evade modern missile defenses.
Not Just VC-Backed—The U.S. Military is Betting on Castelion Too
While the $100 million raise is a major milestone, Castelion already has funded contracts with the U.S. Navy, U.S. Air Force, and U.S. Army. These contracts are focused on hypersonic technology development and scaled manufacturing, areas where the military has struggled to move quickly due to bureaucratic delays and reliance on traditional defense giants.
To prove it can execute, Castelion recently successfully launched a low-cost ballistic missile from a self-built launcher in Mojave. Now, with both government contracts and venture capital behind it, the company is pushing forward on more flight tests and building out its scaled production capabilities.
Image Source: Castelion - Castelion launches a missile prototype in Mojave, CA
With rising geopolitical tensions and an increasing focus on faster, cost-effective deterrence, Castelion is positioning itself as a new kind of defense player—one that moves at startup speed. Whether it can sustain that pace while navigating the complexities of government procurement remains to be seen, but one thing is clear: the future of defense tech isn’t just about who can build the best weapons—it’s about who can build them fast enough.
🤝 Venture Deals
LA Companies
- Omnitron Sensors, a Los Angeles-based pioneer in microelectromechanical systems (MEMS) fabrication technology, has secured over $13M in a Series A funding round led by Corriente Advisors, LLC, with participation from L'ATTITUDE Ventures. The company plans to use the funds to expand its engineering and operations teams and accelerate the mass production of its first product, a reliable and affordable MEMS step-scanning mirror designed for various applications, including AI data centers, advanced driver assistance systems (ADAS), drones, extended reality (XR) headsets, and toxic gas-detection systems. - learn more
- Camouflet, a Los Angeles-based technology company specializing in AI-driven dynamic pricing solutions, has secured a $12M Series A funding round led by QVM. The company plans to utilize the proceeds to scale its platform across various industries, expand into international markets, and enhance its technology and team to better serve its clients. - learn more
LA Venture Funds
- Clocktower Ventures participated in a $6.2M Seed funding round for Foyer, a New York-based fintech startup that assists individuals in saving for home purchases. The funds will be used to enhance Foyer's platform and expand its user base. - learn more
- Smash Capital participated in ElevenLabs' $180M Series C funding round, bringing the company's valuation to $3.3 billion. Based in New York, ElevenLabs specializes in AI-powered text-to-speech and voice cloning technology. The newly secured funds will be used to enhance its AI audio platform and expand its global presence. - learn more
- March Capital participated in a $25M Series C funding round for SuperOps to support the company's efforts in advancing AI research and development, expanding offerings for mid-market and enterprise managed service providers (MSPs), and scaling its global presence. Additionally, SuperOps is launching an AI-powered Endpoint Management tool to enhance IT team productivity. - learn more
- Cedars-Sinai participated in a $2M funding round for Neu Health to support its AI-driven neurology care platform for conditions like Parkinson’s disease and dementia. Originating from the University of Oxford, Neu Health will use the funds to enter the U.S. market, beginning with a six-month pilot program at Cedars-Sinai focused on improving neurology patient care. - learn more
- Chapter One Ventures participated in a $2.8M seed funding round for Mevvy, a blockchain startup aiming to democratize Maximal Extractable Value (MEV) trading by simplifying access and reducing technical complexities. The funds will be used to further develop Mevvy's platform, expand its user base, and enhance its offerings. - learn more
LA Exits
- Kona, an AI-powered assistant and coach for remote managers, has been acquired by 15Five, a performance management platform. Founded in 2019, Kona integrates with virtual meeting platforms like Zoom and Google Meet to provide tailored coaching and enablement for remote managers. The acquisition aims to enhance 15Five's offerings by incorporating Kona's capabilities to improve manager effectiveness within existing workflows. - learn more
