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Role Description

• Own B2C content operations: in-app content, FAQs, help center articles, release notes, and user-facing announcements
• Handle Tier-2 customer support for B2C users (complex issues escalated from Tier-1)
• Investigate product issues, reproduce bugs, and provide clear root-cause summaries
• Collaborate closely with Product, Engineering, and Growth teams
• Maintain high-quality, consistent tone and messaging across all customer touchpoints
• Identify recurring issues and proactively suggest product or UX improvements
• Support launches and feature rollouts with clear customer communication
• Work fully in US business hours

Qualifications

• 3+ years in B2C support, customer operations, or content roles (SaaS or consumer apps preferred)
• Proven experience handling Tier-2 / technical support cases
• Strong written English with the ability to explain complex topics simply
• Comfortable working with ticketing systems (Hubspot)
• Ability to debug issues using logs, admin dashboards, or internal tools
• Experience working cross-functionally with engineers and PMs
• Close attention to detail and a strong ownership mindset
• Able to prioritize, multitask, and stay calm under pressure

Requirements

• Experience with mobile or web B2C products
• Familiarity with analytics tools (GA, Mixpanel, Preset)
• Background in content ops, UX writing, or technical writing
• Experience supporting users in the US market
• Basic understanding of APIs, web/mobile flows, or backend concepts

Success Traits for This Role

• Customer-obsessed, but pragmatic
• Clear communicator who doesn’t over-complicate
• Proactive problem-solver
• Comfortable operating independently
• Strong sense of accountability and follow-through

Benefits

• Strong & Competitive Compensation Package
• Flexible Work Environment
• 10 Paid Personal/Vacation Days
• 5 Paid Sick Days
• Monthly Wellness Stipend
• Quarterly Team Dinners & Events!
• The Opportunity to Build Something that Changes the Delivery Tech Industry for the Better!