Product Support

📋 Description

• Own inbound support end to end, manage queue with engineers and GTM back-up.
• Take hard cases, read logs, analyze issues, and engage customers live if needed.
• Make Town AI part of the support engine with internal tooling.
• Turn tickets into fixes, spot patterns, reduce repeat issues.
• Build the support foundation with docs and playbooks.

🎯 Requirements

• 2+ years in customer support or CX at a high-growth tech/SaaS company.
• Clear, warm writing; strong brand representation under pressure.
• Technical comfort: read docs, reason about setups, dig into logs/APIs.
• Genuine AI fluency; daily use of AI tools to improve support.
• Owns work, proactive, can navigate busy inboxes and multiple projects.
• Enjoys in-person collaboration; SF office 5x per week.