Product Support Specialist, AI-Powered SaaS
Overview
Own the customer experience when product issues arise and drive improvement in trust and satisfaction. You will handle inbound support end to end, tackle complex bugs and billing questions, and turn insights into docs and product feedback. This is a high-ownership role at Town, a small, AI-focused team backed by top VCs. You’ll work closely with engineers and GTM teams to resolve issues and improve the support workflow.
What You'll Do7
- 1Own inbound support end to end and manage the queue with engineers and GTM teams backing you
- 2Dig past surface level to resolve novel, ambiguous problems by reading logs and traces and escalating to engineers when needed
- 3Make Towns AI part of the support engine and shape AI-assisted support flows for accurate, on-brand responses
- 4Turn tickets into fixes by surfacing patterns to product and engineering to reduce repeat issues
- 5Build the support foundation by writing docs, playbooks, and help content to enable scalable support
- 6Be the voice of the user by feeding pain points and wins into product roadmap and messaging
- 7Set and own quality metrics for response times and resolution quality
Requirements5
- 12+ years in customer support or customer experience at a high-growth tech or SaaS company
- 2Ability to read technical docs and reason about a users setup from clues, with logs, APIs, or integrations
- 3Comfortable engaging with customers in live meetings or phone calls
- 4Genuine AI fluency and comfort using AI tools to support processes
- 5Strong written communication with warmth and clarity
Salary Insight
$115 - $145k per year
Location
Required Skills
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