2-5 years in customer or community support, preferably with a consumer-focused product
Excellent verbal and written communication skills
Strong organizational abilities to manage high support volume
Problem-solving mindset with a focus on root cause analysis
Ability to act autonomously and take initiative
Tech-savvy, comfortable with automation and AI tools
Experience collaborating with product and engineering teams is a plus
Responsibilities
Own user support across various channels with a focus on speed and clarity
Resolve a wide range of user issues from basic inquiries to complex scenarios
Develop comprehensive product knowledge for effective user guidance
Identify and communicate user pain points to the product and engineering teams
Create and enhance support documentation and help center articles
Advocate for user experience improvements based on real-world feedback
Manage bug reports meticulously by documenting and following through on resolutions
Contribute to building an AI-driven support system
Benefits
401(k) with up to 6% matching
Comprehensive health, dental, and vision insurance for employees and dependents
Free OneMedical membership along with telehealth services
Commuter benefits and contributions towards fitness memberships
Unlimited vacation, with a minimum of 3 weeks required
Quarterly stipend for community-building activities
Quarterly travel benefit and biannual team off-sites
Exclusive invitations to company events and parties
Full Job Description
The Role
As a Community Support Specialist, you'll be the bridge between our users and our product team. You'll troubleshoot issues, write crisp bug reports, and surface recurring pain points directly to the product team. You'll also be the human behind Partiful - the person making sure our users feel heard, supported, and excited to use our product to power their most important moments.
In this role, you will:
Own day-to-day user support across channels, with a high bar for speed, clarity, and kindness
Resolve user questions and issues end-to-end - from simple how-tos to complex edge cases - and know when to escalate
Develop deep product knowledge so you can diagnose problems quickly and guide users effectively
Identify trends in support volume and user pain points, and proactively surface them to Product / Engineering
Write and improve macros, help center articles, and internal documentation to scale support quality and reduce repeat issues
Act as a strong voice of the user, advocating for fixes and improvements based on what you see in the real world
Handle bug reports with rigor: reproduce, document steps clearly, and work with the team to close the loop
Contribute to building an AI-native support function - using automation, tools, and AI workflows to streamline and improve support operations
Help maintain a positive, community-first tone that's inline with our brand voice
You're likely a good fit if:
Have 2-5 years of experience in customer support, community support, or user-facing operations (bonus if at a consumer social app, ticketing platform, or events company)
Are an excellent communicator - you can be warm, clear, and precise, even when users are frustrated
Have strong judgment: you know when to move fast, when to slow down, and when to escalate
Are extremely organized and can handle high volume without letting things slip
Are a great problem solver - you enjoy diagnosing what's really going on and getting to the root cause
Have a bias for action and take ownership naturally (you don't wait to be told what to do)
Can spot patterns and think systematically about how to reduce support load over time
Are tech-comfortable and excited to use AI tools to work faster and smarter
Bonus: you have experience working with product/engineering teams and writing strong bug reports
What we offer:
401(k) with up to 6% matching
Comprehensive health, dental, and vision insurance for you and all your dependents (FSAs and HSA plans available)
Free OneMedical membership, telehealth, and virtual mental health services
Commuter benefits & contributions towards ClassPass and Citibike memberships
Unlimited vacation (minimum 3 weeks required)
Quarterly stipend to plan your own party and dogfood the product
Quarterly travel benefit & semiannual team off-sites
Get invited to exclusive parties
The salary range for this role is $75,000-$95,000 plus equity; the specific offer package will be based on years of experience. Please note this is an in-person role with 3 days a week in person at our office in Brooklyn, New York.
