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Town is building an AI assistant that learns from your identity, voice, judgment, relationships, and priorities to act on your behalf across email, calendar, documents, Slack, and other tools. Founded by Jean-Denis Greze (former CTO of Plaid) and Tony Vincent (former Director of Applied AI Product at Google), the company has raised $73M+ from top-tier investors including Andreessen Horowitz and First Round Capital.
You'll own the end-to-end product support experience, taking responsibility for inbound support quality and ensuring users walk away trusting Town more after resolving their issues. This is a foundational, high-ownership role where you'll handle complex, escalated cases that go beyond help articles. You'll dig into technical issues, read logs and traces, understand billing and commercial problems, and partner directly with engineers to solve novel and ambiguous problems. You're comfortable engaging customers on live calls or meetings when needed.
Key responsibilities include: managing the support queue with pride and ownership; taking on hard cases and getting to the root cause; leveraging Town's own AI to become a product expert and shape AI-assisted support flows; spotting patterns in tickets and driving product improvements to reduce contact rates; building foundational support documentation, playbooks, and help content; bringing customer pain points and wins directly into product roadmap discussions; and setting the quality bar for response times, resolution quality, and brand representation.
You'll need 2+ years in customer support or customer experience, ideally at a high-growth tech or SaaS company handling complex issues. You write with clarity and warmth, are comfortable in technical environments (reading docs, reasoning about setups, digging into logs and APIs), have genuine AI fluency and daily AI tool usage, take ownership independently, and can prioritize across a busy inbox. The role is 5 days per week in-person at Town's Financial District office in San Francisco.
