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.
Our users are doing things with autonomous agents that nobody has done before, which means they hit problems nobody has documented. Sitting between those users and the product team is one of the highest-signal seats in the company.
You'll be the person who knows what users are actually struggling with, and who makes sure that knowledge reaches the people who can fix it.
WHAT YOU'LL DO
- Handle frontline user support: answer support email, Discord questions, and tickets clearly and quickly
- Own the feedback loop from users into the product backlog: triage, categorize, and quantify what people are hitting
- Support release operations: track what is shipping, write release notes, and verify things work as intended after they land
- Maintain help docs, canned responses, and the knowledge base so common questions stop being asked twice
- Track feature timelines, release notes, and delivery progress, and keep the team honest about dates
- Monitor product metrics such as activation, retention, and feature adoption, and report what's changing
- Run onboarding and activation analysis: find where new users stall, and propose product fixes rather than workarounds
- Help operationalize agent quality: review real agent runs, catalogue failure modes, and feed them back to product and research
- Advocate for the user in product discussions, with evidence rather than anecdote
YOU MIGHT BE A FIT IF
- You're pursuing a Bachelor's or Master's degree in any field, or equivalent experience
- You write clearly and kindly, especially when replying to someone who is frustrated
- You're organized and reliable, and you follow through without being chased
- You're comfortable with data: you can pull numbers, spot a trend, and explain it
- You're curious about how products get built and want to be close to that process
- You can hold context across many small threads without dropping things
Bonus: prior support, community, or product ops experience, or you've run a Discord community
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