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Anara
8 months ago
cafulltimesan franciscous / remote (us)

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We’re looking for a Community / Product Support Lead to engage our community of 2M+ users, surface customer feedback and insights, respond to support requests and contribute to our help guides.

What you’ll be doing:

* Investigate and resolve inbound customer issues reported through all communication channels, including Intercom, Discord, Slack, and Twitter.

* Work closely with engineering team to ensure bugs are documented, reproduced and resolved quickly.
* Surface trends and insights from customer feedback to the team at large to inform product choices.
* Lead select strategic projects to improve the support experience, billing controls and general product operations.

You’re likely a good fit if:

* You are quick and scrappy. Product and Support move lightning fast at Anara—we typically respond to customer inquiries within hours, not days, and resolve most issues same day.

* Excellent communication and customer service skills. You can explain complex ideas clearly to people who don't have technical knowledge.
* Experience troubleshooting technical issues, including APIs and integration setups. Ability to reproduce bugs with Anara in various environments (different browsers, Windows, Mac, Mobile).
* You have worked in a high-growth, fast-paced environment (ideally another startup) and can drive things forward with relatively little oversight.

We’re based in San Francisco with members of the team distributed across the US and Europe.

If you're interested in moving to SF, we're more than happy to sponsor your visa. We'll work with an immigration attorney to make sure everything goes smoothly.

We offer premium healthcare (medical, dental, etc.), flexible working hours and office space with a beautiful view of the SF marina and Golden Gate bridge.

To apply, reach out with a couple of sentences about you and what you want to do for us starting next week.

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