About the role
We are looking for a founding Product Support hire with 4-7 years of experience to be the first dedicated person living in the gap between our users and the product. This is a ground-floor opportunity for someone who is excited to handle frontline user support, work closely with product and engineering to shape the roadmap, and build the user success function from scratch at a rapidly growing AI startup.
What will you be doing?
- Own user support by responding to user questions and troubleshooting issues across email and in-app channels, providing a high-quality, human-centric experience.
- Work directly with product and engineering to resolve user issues, reproduce bugs, and translate user feedback into actionable insights for the product roadmap.
- Develop a deep understanding of the product to proactively guide users and build out help content, onboarding guides, and documentation.
- Synthesize user feedback to identify patterns in friction points, 'aha moments', and feature requests to inform product and go-to-market strategy.
- Lean into using AI tools, including Town itself, to build a scalable and efficient support and engagement system.