Own inbound support end to end, manage queue with engineers and GTM back-up.
Take hard cases, read logs, analyze issues, and engage customers live if needed.
Make Town AI part of the support engine with internal tooling.
Turn tickets into fixes, spot patterns, reduce repeat issues.
Build the support foundation with docs and playbooks.

🎯 Requirements

2+ years in customer support or CX at a high-growth tech/SaaS company.
Clear, warm writing; strong brand representation under pressure.
Technical comfort: read docs, reason about setups, dig into logs/APIs.
Genuine AI fluency; daily use of AI tools to improve support.
Owns work, proactive, can navigate busy inboxes and multiple projects.
Enjoys in-person collaboration; SF office 5x per week.

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