Product Support
$115,000–$145,000 year
On-siteSan Francisco, California, United States
Job Summary
Own inbound support end to end by taking hard cases, digging past surface-level issues, and partnering with engineers to resolve novel problems. Make Town's own AI part of the support engine by leveraging internal tooling to investigate faster and shaping AI-assisted support flows. Turn tickets into fixes by spotting patterns, surfacing them to product and engineering, and driving down contact rates. Build the support foundation by writing docs, playbooks, and help content that let the team scale past you. Be the voice of the user by bringing customer pain points and wins directly back into the product roadmap. Set the quality bar by owning response times, resolution quality, and representing the brand in every interaction. This foundational, high-ownership role requires 2+ years in customer support at a high-growth tech or SaaS company. You must write with real clarity and warmth, be comfortable in a technical environment, and have genuine AI fluency.
Required Qualifications
- 2+ years in customer support or customer experience
- ideally at a high-growth tech or SaaS company
- handling complex or escalated issues
- Write with real clarity and warmth
- get to the heart of the need
- adapt your tone
- stay crisp under pressure
- represent a brand well
- Are comfortable in a technical environment
- read technical docs with ease
- can reason about someone else's setup from a few clues
- can dig into logs, APIs, or integrations
- Have genuine AI fluency
- use AI tools daily
- are excited to build and improve AI-assisted support systems
- Take ownership without waiting for perfect information or direction
- find the work
- run through the walls
- figure it out
- Are organized enough to prioritize independently
- across a busy inbox
- several ongoing projects at once
- Get energy from working with people in person
- 5x per week in our office in SF
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