Hey! We're team Granola 👋 If you haven't already, you should check out what we're building, and why you should work here.
We're looking for an ambitious, self-starting Customer Support Lead who is passionate about creating exceptional customer experiences and driving growth in a fast-paced, design-led, and iterative environment.
As our Founding Customer Experience Lead, you'll wear many hats and be responsible for building our entire customer support function. You'll be the voice of Granola to our users, the user's voice to our team, and the architect of our support processes. This is a role for someone who loves the challenge of creating something from scratch and isn't afraid to roll up their sleeves and dive into the details.
In addition to your customer support responsibilities, you'll also be responsible for the quality assurance of our app. This unique opportunity will deepen your understanding of our product, allowing you to become a true expert in both our technology and our customers' needs.
In this role, you will:
- Deliver outstanding technical and product support.
- Develop and implement internal tooling, processes, policies, and documentation to deliver a world-class and scalable technical support process.
- Proactively drive self-resolution through in-app help, documentation, and prompts, while tracking the success of initiatives via key metrics.
- Ensure our help centre is best-in-class: well-structured, comprehensive, up-to-date, enabling AI tooling, and translated where required.
- Collaborate with product and engineering teams to provide input on the product roadmap, contribute to bug prioritisation, and liaise with developers to fix issues.
- Develop and execute test plans and test cases to ensure product quality.
- Identify, report, and track bugs through resolution.
- Collaborate with developers to reproduce and diagnose issues.
- Participate in product feature discussions, providing insights from both QA and customer support perspectives.
- Contribute to the development of automated testing processes.
Your background looks something like:
- 3-7 years of relevant customer support experience at tech and product-driven companies.
- Track record of executing successful support strategies and driving user satisfaction.
- Proficiency with support ticketing systems, analytics software, and knowledge base management tools.
- Experience in content creation for support materials, including writing and potentially video production.
- Familiarity with QA processes and tools.
- Ability to thrive in a fast-paced environment with evolving requirements and priorities.
As a person, you…
- have strong problem-solving, technical, and analytical skills
- are resourceful, inquisitive, and a fast learner with the ability to easily connect with customers
- are technically proficient and very curious about technology, with a personal interest in exploring new products, experimenting with software interoperability, scripting, web tools, APIs, and low-code builders.
- are excited to work in-person from our office in London (most of the time)
- love working in a startup environment (you either have experience working in a startup or are really drawn to the zero-to-one phase)
- value working with people who are kind, ambitious and pragmatic
About the Opportunity
We are living in the most exciting time for tool builders since Engelbart's demo in 1968. We want to assemble the best crew to build this future together, here in London. Our compensation philosophy is to pay slightly above market on salary and above market on equity.
Lastly, we think amazing talent comes from all kinds of life journeys and experiences. If what is written above speaks to you, whether you look like a fit on paper or not, please reach out.