Do you have a passion for building delightful customer experiences and creating scalable support systems from the ground up? Are you energized by hands-on problem solving while also defining how support should operate at scale?We are assembling a brand-new support team for a brand-new product and we’re looking for mission-driven builders who love small businesses—people who take initiative, move fast, wear many hats, and want to make an outsized impact on a startup-stage product. We’re looking for strong individual contributors with leadership instincts—people who can both resolve customer issues and help design the support model, KPIs, and operating rhythm that will power a product-led growth motion.Why Us?You’ll join a small, high-impact team at the start of a new product’s journey—surrounded by smart, innovative, caring colleagues who value experimentation, data-driven decisions, and operational excellence. If you want to influence how support works, shape best practices, and deliver a great customer experience at scale, this is the place.What do we deliver?Our new cloud-based product helps early-stage growth companies manage core business workflows with an emphasis on simplicity, affordability, speed and AI assistance.Qualifications and Skills:• Advanced English—clear, concise, and empathetic communication (written and verbal)• Background or practical experience in small business operations, accounting/finance basics, or SaaS support• Proficient in troubleshooting issues related to invoicing, expenses, payments, reporting and other basic business operations• Strong analytical and problem-solving skills; able to break down ambiguous problems and propose scalable solutions• Familiarity with product-led growth support models (self-service, in‑app guidance, knowledge bases, community, automation)• Experience defining or using support KPIs (e.g., deflection rate, time to first response, resolution time, CSAT, contact rate per active user)• Bias for action and experimentation; ability to iterate and learn quickly in a dynamic environment• Demonstrated ability to document processes, write clear help content, and contribute to playbooks• Nice to have: hands on experience with core business processes and accounting concepts (AP/AR, bank feeds, reconciliation), ticketing systems, and product analyticsWe offer:• The opportunity to define and shape the support model, tooling, and practices for a brand-new product• Expect ample career opportunities and mentorship, including leadership paths and room to grow as the product and team scale• Competitive compensation and benefits• A collaborative culture with approachable leadership and recognition for impact• Flexible work arrangements subject to local policy and role requirements Responsibilities:• Frontline support excellence• Co-design the build-to-scale support operating model suited for product-led growth, minimizing 1:1 interactions where possible• Create and maintain self-service assets (knowledge base articles, troubleshooting guides, in‑app tips, macros)• Triage and resolve user-reported issues related to core product workflows (e.g., invoicing, expenses, payments)• Communicate resolutions clearly and empathetically; ensure accurate documentation of interactions• Identify and escalate product defects or high-impact trends with crisp reproduction steps• Partner with product and engineering to drive proactive approach through product improvements, design decisions and guidance• Define, track, and report KPIs and objectives (e.g., contact rate, time to resolution, deflection %, CSAT, quality). Drive data-driven decisions and culture heavily emphasizing metrics, insights, and continuous improvement• Analyze tickets to identify root causes, automation opportunities, and process gaps; collaborate with product and other teams to implement improvements that not only solve one ticket, but minimize or eliminate related tickets in the future• Drive support playbooks, runbooks, and SOPs; ensure they remain current and effective• Lead cross-functional teams with influence as an individual contributor• Act as a voice of the customer to product, design, and engineering; influence roadmap via data and insights• Collaborate on incident response and postmortems; help establish standards for reliability and communications• Mentor peers on best practices in scalable, product-led support• This role is ideal for someone who not only enjoys hands-on support work, but also is passionate about the support model itself. This person is driven to architect and continuously improve efficient, high-quality support experiences that scale as the product scales Career Level - IC4