About the roleWe're growing our Product Support team here at Town. We're looking for someone to own the experience users have when something about the product isn't working for them - and to make sure that happens less and less over time. Town operates in the places people do their most important work, and supports users' ways of working in highly varied and sophisticated ways. The support team at Town is AI-pilled, technical, and cares deeply about building trust and leading with kindness and empathy.
This is a foundational, high-ownership role. You'll take the cases that need more than a help article, own the quality of our support end to end, and turn what you learn from every ticket into docs, tooling, and product feedback that make the whole system sharper. The bar isn't clearing a queue, it's that a user walks away trusting Town more than they did before they ran into the problem they surfaced.
What you'll do- Own inbound support end to end. You take pride in owning the queue, knowing that there's a team of engineers and GTM folks who have your back and will help solve the problems getting surfaced.
- Take the hard cases. Dig past surface level on issues and bugs, understand billing and commercial issues, read logs and traces, and get to the bottom of novel, ambiguous problems, partnering with & escalating to engineers when you need to. You're comfortable directly engaging with customers on a live meeting or phone call if needed.
- Make Town's own AI part of the support engine. Use Town to become a product expert. Leverage our internal tooling to investigate faster, and shape AI-assisted support flows so automated answers stay accurate, on-brand, and actually helpful.
- Turn tickets into fixes for everyone. Spot patterns, surface them to product and engineering, and drive down contact rates so the same issue doesn't come back.
- Build the support foundation. Write the docs, playbooks, and help content that let support scale past you - feel comfortable noticing and solving gaps and problems.
- Be the voice of the user. Bring customer pain points and wins directly back into the product roadmap and customer messaging, so what we ship reflects what users actually feel.
- Set the quality bar. Own response times, resolution quality, and represent the Town brand in every interaction.
You might thrive in this role if you...- Have 2+ years in customer support or customer experience, ideally at a high-growth tech or SaaS company, handling complex or escalated issues.
- Write with real clarity and warmth - you get to the heart of the need, adapt your tone, stay crisp under pressure, and represent a brand well.
- Are comfortable in a technical environment: you read technical docs with ease, can reason about someone else's setup from a few clues, and can dig into logs, APIs, or integrations.
- Have genuine AI fluency - you use AI tools daily and are excited to build and improve AI-assisted support systems, not just talk about them.
- Take ownership without waiting for perfect information or direction: you find the work, run through the walls, and figure it out.
- Are organized enough to prioritize independently across a busy inbox and several ongoing projects at once.
- Get energy from working with people in person. We're 5x per week in our office in SF
LocationSan Francisco, CA. Five days a week in person at our Financial District office.
