Consumer Support Specialist
Core
Frontline user operations specialist managing high-volume consumer and business inquiries across multiple channels while driving product improvements through feedback analysis and automation.
Role type
Senior IC User Operations Generalist
Builds
AI-powered search and answer engine user experience
Domain
AI / LLMs / Search Technologies
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
multi-channel support operations, technical troubleshooting, AI/LLM familiarity, automation scripting, user documentation, cross-functional communication, data-driven process improvement
Preferred skills
Intercom workflows, Linear bug tracking, SQL, Python scripting, startup environment experience
Technologies
Intercom, Linear, Slack, Python, Google Apps Script, SQL, Looker, Snowflake
Responsibilities
Handle high-volume user inquiries across email, chat, Slack, and community channels; triage and prioritize tickets to meet response targets; investigate and troubleshoot product issues including AI search and LLM behavior; document findings and file bugs in Linear; build automations and workflows to streamline operations; write and maintain Help Center articles and internal SOPs; surface user insights to Product and Engineering teams; track support KPIs and propose process improvements.
Seniority
Senior, hands-on IC
