AI-Driven Product Support Lead — SF Office

Town.com; San Francisco (CA); On-site; USD 90,000 - 120,000; Full time

Job summary

Town is seeking a Product Support professional to own the user experience when issues arise and to reduce friction over time. This role is hands-on, highly collaborative, and focused on building trust by delivering clear, empathetic guidance.

You will work in a technical, AI-driven environment, turning learnings from tickets into docs, tooling, and product feedback that sharpen the system for all users. The team values kindness, clarity, and ownership.

Qualifications

• 2+ years in customer support or customer experience, ideally at a high-growth tech or SaaS company.
• Write with clarity and warmth, get to the heart of the need, adapt tone, stay crisp under pressure.
• Comfortable in a technical environment: read docs, reason about setups, dig into logs and integrations.
• Genuine AI fluency — use AI tools daily and help build AI-assisted support systems.
• Take ownership: find the work, push through obstacles, figure it out.
• Be organized enough to prioritize across a busy inbox and multiple projects.

Responsibilities

• Own inbound support end to end and manage the queue with a capable engineering and GTM team backing you.
• Tackle hard cases, read logs, understand billing issues, escalate to engineers when needed.
• Make Town’s AI part of the support engine and shape AI-assisted support flows.
• Turn tickets into systemic fixes by surfacing patterns to product/engineering.
• Build the support foundation: create docs, playbooks, and help content.
• Be the voice of the user and feed insights back into product roadmap and messaging.
• Set the quality bar: monitor response times and resolution quality.

Skills

Customer support

AI fluency

Ownership

Documentation writing

Tools

APIs

Internal tooling

Job description

Town is seeking a Product Support professional to own the user experience when issues arise and to reduce friction over time. This role is hands-on, highly collaborative, and focused on building trust by delivering clear, empathetic guidance.

You will work in a technical, AI-driven environment, turning learnings from tickets into docs, tooling, and product feedback that sharpen the system for all users. The team values kindness, clarity, and ownership.