Customer Experience Specialist
Hey! We're team Granola 👋
We're looking for a part-time Customer Experience Specialist to join our growing team and help us scale our customer support operations. This is a fantastic opportunity for someone who wants to make a direct impact on product quality and customer satisfaction at a fast-growing startup.
Help us stay close to our users as we grow. You'll be helping us scale our user base, acting as the face of Granola to those getting in touch with us. You’ll respond to feature requests, questions, resolve account queries, and help triage and escalate bugs.
If you haven't already, you should check out what we're building, and why you should work here.
Role overview:
3-4 hours per day, Monday-Friday, on an hourly contract
Remote role, US-based, East Coast timezone
In this role, you will:
Respond to inbound customer support tickets, replying to queries from our users, getting feedback, and generally representing the Granola brand
Triage and escalate more complex queries to our UK-based customer experience team
Support customer experience improvements in collaboration with our current CX team, including our documentation, tooling, AI implementation and processes
Collaborate with the wider Granola team to continuously improve our product, processes and customer journey
Spot patterns and trends in customer support issues, and use these to help the team prioritise improvements
A good fit for this role looks something like:
Experience in a customer support role, ideally in a tech company
Strong problem-solving skills, capable of picking up new things quickly and adapting to changing priorities
Excellent communication skills, and ability to translate user needs into solutions
Experience working independently in a remote working environment, being able to take initiative and problem solve without immediate help
As a person, you...
Are reliable and personally organised with an ability to prioritise and work independently
Have genuine curiosity about how customers use our product and what challenges they face
Take ownership of problems without waiting for perfect information or direction
Value working with people who are kind, ambitious and pragmatic
Are eager to learn and grow with the company as we scale
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.
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