Handle a high volume of user inquiries across channels (email, chat, Slack, community) with speed, accuracy, and empathy for both consumer and business users.
Deliver excellent customer support—clear, thoughtful, and human—even under pressure and at scale
Triage and prioritize effectively to keep response and resolution times on target
Use customer feedback and support interactions as a primary source for uncovering product issues, UX confusion, and feature gaps—especially as new products and features launch
Investigate and troubleshoot product issues: reproduce problems, isolate root causes, provide users with solutions or workarounds, and document findings for Engineering
Guide users through technical troubleshooting: AI search, LLM behavior, account configuration
File well-documented bugs in Linear with enough context for Engineering to act immediately
Leverage AI tooling and automation (Intercom, scripts) to streamline operations, reduce repetitive work, and scale support quality
Write and maintain Help Center articles, internal SOPs, escalation playbooks, and troubleshooting guides
Communicate cross-functionally—surface user insights to Product and Engineering, escalate issues, close the loop, and keep teammates informed
Track support KPIs and propose data-driven process improvements

3+ years in customer support, user operations, or technical support—ideally at a SaaS or tech company
Proven ability to manage high ticket volumes while maintaining quality and empathy
Excellent customer-facing communication: clear, professional, and adaptable to different audiences
Technical aptitude: comfortable working through product issues, navigating technical questions independently, and learning new tools and systems quickly
Hands-on experience with AI tools and automation platforms (Intercom workflows, scripting) to improve operations
Familiarity with AI, LLMs, or search technologies
Strong internal communication—keeps their immediate team informed, writes crisp updates for immediate team and cross-functional partners (Product, Engineering, etc.), and ensures stakeholders stay in the loop on issues and progress
Self-motivated and proactive: manages own priorities, takes initiative, delivers without waiting for direction
Experience creating user-facing documentation (e.g., Help Center articles, FAQs, guides) as well as internal SOPs, templates, and playbooks
Experience with multi-channel support operations—not just working across channels, but helping stand up, optimize, or scale how support is structured and routed
Comfortable in a fast-paced, high-volume startup environment with shifting priorities

User Operations Generalist – Product & Technical

Key skills