АвстралияCustomer Experience & Community Relations
4 нед. назад
АвстралияRemote
Responsible for live chat support, community engagement on Discord, and managing communication channels for users and developers at .
О компании
- is building the world's most reliable open-model inference platform — a serverless foundation for deploying and scaling AI without infrastructure overhead.
- We raised a $20M Series A , co-led by AMD Ventures and Airbus Ventures , with participation from BMW i Ventures, Kickstart Ventures, Panache Ventures and Wavemaker. We're a well-funded team of researchers and engineers on a mission to democratize AI through performance and accessibility.
- Our cloud provides instant access to tens of thousands of open-source AI models and the research innovations powering next-generation efficiency, reliability, and model optimization.
Обязанности
- You'll own the front line: the live chat on our website, our Discord, and the support inbox — for two very different audiences, creators running character and alternative models, and developers shipping apps on our API.
- This is a support role first. Around it sits keeping the community somewhere people want to be, and turning what you hear on the front line into something the company can act on.
- The live chat on the website. First response, diagnosis, resolution. You are the reason a user gets a real answer in minutes instead of days.
- Our Discord. Answer in public where the answer helps everyone, welcome new arrivals, keep threads from going cold, and make it a place people come back to.
- Announcements. Post model additions, changes and incident updates to the community.
- Email. Work the support inbox to the same standard as the chat.
- Follow-through. Own issues until they're closed, including the ones waiting on engineering.
- Escalation. Route genuine platform and inference bugs to engineering and close the loop back to the user yourself.
- Voice of the customer. Keep the running picture of what users are asking for, tripping over and leaving over, and report it weekly to Growth and Product in a form that can actually be prioritized.
- Handoffs with the BDRs. Spot the accounts and conversations with growth opportunity and pass them over with context.
- Making the next hundred answers cheaper. Canned replies, help-centre articles, AI-assisted drafting. Every question answered twice should be documented once.
Требования
- 1–3 years in technical support, community management, or developer relations. Adjacent and self-taught paths count fully.
- Genuine technical fluency with AI. You've run open models yourself - locally, on a GPU, or through an API. You can talk about Llama, Qwen, Mistral, DeepSeek or SDXL without reaching for marketing language, and you know what a quantization is and why it matters.
- Range across both our audiences. You can help a developer debug a malformed API request in the morning and talk sampler settings and model personality with a creator in the afternoon, and take both seriously.
- Excellent written English — concise, warm, human. Most of this job is writing, often to someone who is frustrated.
- Self-direction. You work independently across timezones, without someone assigning you your day.
- You're an AI power user. You use AI tools to handle volume without letting quality slip, and you'll help us build that into how support works here.
- Bonus: experience in a Discord-native or creator community · roleplay, character-AI or creative-AI communities · a public record of helping people (forums, GitHub issues, Discord, Stack Overflow) · writing docs or help-centre content · a second language.
Другое
- Own the front line of a product people are genuinely enthusiastic about, at the point where it's growing fastest
- Direct line to Growth, Platform and Infra: what you hear on the front line changes what gets built
- Work at the centre of one of the fastest-growing open AI ecosystems, with the people actually building on it
- Be part of a small, high-performing team making open weight AI accessible to everyone AUD $85,000–$103,000