СШАCommunity Support Specialist
2 нед. назад
США
bug reporting
Bridge between users and product team to troubleshoot issues, write bug reports, and surface recurring pain points.
Обязанности
- 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 - the person making sure our users feel heard, supported, and excited to use our product to power their most important moments.
- 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
Условия
- 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.
- We're an equal-opportunity employer and strongly encourage applicants from traditionally underrepresented backgrounds to apply. We're proud to be a diverse team, and actively work to bring new perspectives to the table.
Другое
- We believe parties (and other social events) are the most effective way to meet new people and make friends. Our product helps you throw incredible events, starting with memorable party pages that make it easy to plan & communicate with guests — download the app to see how it works!
- We're building new ways to streamline planning, connect meaningfully in the real world, and make connections between friends-of-friends. Our ultimate vision is to power everything you do in-person with your friends, eliminating the friction of bringing your most memorable experiences to life. You can read more about our mission in The Washington Post , The New York Times , The Wall Street Journal , The Atlantic , Wirecutter , and USA Today . was named Google’s Best App of 2024 , a Finalist for Apple’s App Store Awards , and Apple’s App of the Day (awarded 4x). In 2025, we were named one of TIME's 100 Most Influential Companies , one of Fast Company's Most Innovative Companies , and named to Inc. Magazine's Best in Business List .
- Our company is backed by top-tier investors including Andreessen Horowitz and Google Ventures, and advised by the founders of some of the most successful consumer social products ever made.
- 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