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Product Support

Town· Business
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San Francisco$115k - $145kFull-timePosted 2mo ago

About the role

Town is hiring a Product Support professional to own the end-to-end support experience, advocate for customers, and drive improvements to reduce future issues. The role blends technical troubleshooting, customer empathy, and collaboration with engineering and GTM teams to scale support and feed product feedback.

Responsibilities

  • Own inbound support end to end.
  • Take the hard cases. Dig past surface level on issues and bugs, read logs and traces, understand billing and commercial issues, and escalate to engineers when needed.
  • Make Town's own AI part of the support engine. Use internal tooling to investigate faster and shape AI-assisted support flows.
  • Turn tickets into fixes for everyone. Spot patterns and drive down contact rates by feeding back to product/engineering.
  • Build the support foundation. Write docs, playbooks, and help content.
  • Be the voice of the user. Bring customer pain points and wins into the product roadmap and messaging.
  • Set the quality bar. Own response times, resolution quality, and represent the Town brand in every interaction.

Qualifications

  • 2+ years in customer support or customer experience, ideally at a high-growth tech or SaaS company, handling complex or escalated issues.
  • Write with clarity and warmth; adapt tone and represent a brand well.
  • Comfort in a technical environment: read technical docs, reason about setups, dig into logs, APIs, or integrations.
  • Genuine AI fluency — daily use of AI tools and interest in building AI-assisted support systems.
  • Take ownership without waiting for perfect information or direction.
  • Organized to prioritize independently across a busy inbox and multiple projects.
  • Energy from working with people in person; in-office 5 days a week in SF.

Skills

Required:Customer supportTechnical communicationTechnical reading and debuggingAI fluency
Last updated Aug 18, 2026. Interested? Apply on the company site.
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About Town

Town | The AI Assistant That Does the Work

Town, the AI assistant that manages your inbox, schedules meetings, and handles busywork — working quietly in the background for you.

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