PLEASE NOTE THIS IS A HYBRID POSITION, MUST BE ON SITE IF NEEDED.
Overview
We're looking for a User Experience & Community Lead to take ownership of our customer support and community engagement. This role will lead a small support team and work closely with product, engineering, and operations to ensure our users have a seamless, satisfying experience from onboarding to long-term retention. You’ll be the central point of contact for our user base—responding directly when needed, and designing scalable systems to support growth.
Key Responsibilities
- Lead day-to-day customer support operations across channels (email, chat, helpdesk tools).
- Manage and mentor a small support team, ensuring high-quality service and fast response times.
- Build and maintain strong user communities (e.g., WhatsApp, Discord, Reddit), fostering feedback and engagement.
- Organize and run structured beta programs and user testing initiatives with clear reporting.
- Coordinate with product and engineering teams to escalate and resolve recurring issues.
- Track key metrics around satisfaction, response time, and user retention to guide improvements.
- Design and improve internal workflows and knowledge systems to ensure consistent, scalable support quality as the team grows.
- Help shape self-service resources such as FAQs, help center content, and onboarding flows.
What You Bring
- 5+ years of experience in customer support, user operations, or community management.
- Proven experience managing or mentoring a small support or community team.
- Excellent communication skills with a user-first, empathetic mindset.
- Hands-on experience managing online communities and feedback channels (WhatsApp, Discord, FB Groups).
- Strong organizational and problem-solving abilities in a fast-paced environment.
- Familiarity with tools like Zendesk, Notion, or similar.
What We Offer
- A high-impact, high-ownership role at a growing consumer tech brand.
- Remote-friendly culture with flexible working hours.
- A mission-driven team that values initiative, transparency, and user empathy.
PLEASE NOTE THIS IS A HYBRID POSITION, MUST BE ON SITE IF NEEDED.
Position Overview
We are seeking a skilled Technical Support Engineer to join our global smart home solutions team, supporting users in the United States. As a key technical escalation point, you will work closely with customer service and R&D to analyze, reproduce, and resolve advanced product issues that cannot be solved by first-line support. This role is instrumental in driving product improvement and delivering high-quality smart home solutions to our customers.
Key Responsibilities
Act as the technical expert for escalated customer support cases, analyzing, reproducing, and resolving complex hardware and software issues.Conduct in-depth root cause analysis and develop solutions or workarounds for technical problems reported by users.Collaborate closely with R&D to communicate user issues and proactively participate in optimizing and improving hardware and software products.Document troubleshooting steps, findings, and solutions in a clear, organized, and detailed manner.Provide technical guidance and training to customer service teams to elevate overall support capabilities.Support beta test programs, including analyzing technical feedback and resolving challenges encountered during user testing.Communicate directly with users as needed to gather additional technical details, verify solutions, or demonstrate product fixes.Requirements
Bachelor’s degree or above in engineering, electronics, computer science, or a related technical field.Proven experience as a Technical Support Engineer, Product Support Engineer, or a similar role in the smart home or consumer electronics industry.Strong hands-on troubleshooting and problem-solving skills with both hardware and software.Solid understanding of smart home products, IoT protocols, networking, and mobile applications.Proficient in documenting technical issues and clearly communicating complex technical concepts in English.Experience working with cross-functional teams, including R&D, Product, and Customer Support.Self-motivated, highly organized, able to work independently and drive technical issues to resolution.Company DescriptionWe’re a fast-growing consumer tech startup building smart hardware products that simplify and enhance everyday life. We