About the role
Where multiple locations are listed for this role, the position may be based in any of those locations, with priority determined according to the order of listing.
We're looking for someone to own the relationship between our product and our users, keeping them unblocked, turning their feedback into product insights, and building systems that make every interaction count.
What you'll do
- Serve as the primary point of contact for user questions, feedback, and escalations.
- Triage incoming user issues, troubleshoot, and partner with engineering and product to drive resolution.
- Build and maintain support workflows, knowledge bases, and self-serve resources.
- Aggregate and synthesize user feedback into product insights that influence the roadmap.
- Identify opportunities to automate operational work using AI agents and internal tooling.
- Track key user-experience metrics (response time, resolution rate, satisfaction) and continuously raise the bar.
What we're looking for
- 2-4 years in product operations, user operations, customer success, or a similar role.
- Bachelor's degree in Business, Information Systems, Computer Science, or a related field.
- Experience setting up or managing customer support systems and ticketing platforms (e.g. Intercom, Zendesk, or similar).
- Strong data analysis skills, with the ability to track metrics, identify trends, and turn user data into actionable insights.
- Strong bias towards automation and building systems, not just resolving individual tickets.
- Excellent written communication skills, with the ability to translate complex issues clearly.
- Genuine interest in AI products and how they work.
Bonus
- Experience with AI agents or workflow automation tools.