Community Support Specialist

Partiful; New York (NY); On-site; USD 75,000 - 95,000; Full time

Benefits offered by this job

401(k) with up to 6% matching

Health, dental, and vision insurance

Free OneMedical membership & teleheatl

Commuter benefits & ClassPass/Citibike

Unlimited vacation

Quarterly party allowance

Quarterly travel benefit & team off‑sI

Exclusive party invites

Job summary

Partiful, a Brooklyn-based events platform, seeks a Community Support Specialist to bridge users and the product team. You will troubleshoot issues, write crisp bug reports, and surface recurring pain points to the product team, ensuring users feel heard and supported as they plan memorable moments.

You will own day-to-day support across channels, develop product knowledge, and contribute to building an AI-native support function while maintaining a warm, brand-aligned tone.

Qualifications

• 2–5 years of experience in customer support, community support, or user-facing operations.
• Excellent communicator - warm, clear, and precise even when users are frustrated.
• Good judgment: know when to move fast, slow down, or escalate.
• Extremely organized and can handle high volume without missing things.
• Great problem solver - diagnose root causes and fix.
• Bias for action and take ownership.
• Spot patterns to reduce support load over time.
• Tech-friendly and excited to use AI tools to work faster.
• Bonus: experience with product/engineering teams and writing strong bug reports.

Responsibilities

• Own day-to-day user support across channels with speed, clarity, and kindness.
• Resolve user questions end-to-end and know when to escalate.
• Develop deep product knowledge to diagnose problems quickly.
• Identify trends in support volume and surface them to Product/Engineering.
• Write and improve macros, help center articles, and internal docs.
• Advocate for user fixes and improvements based on real-world feedback.
• Handle bug reports: reproduce, document steps, and close the loop with the team.
• Help build an AI-native support function with automation and AI workflows.
• Maintain a positive, community-first tone aligned with brand voice.

Skills

Customer support

Communication

Problem solving

Organization

AI tools familiarity

Tools

Ticketing system

Macros

AI tools

Job description

Partiful's mission is to cultivate friendships through social events.

We believe parties (and other social events) are the most effective way to meet new people and make friends. Our product helps you throw incredible events, starting with memorable party pages that make it easy to plan & communicate with guests — download the app to see how it works!

We're building new ways to streamline planning, connect meaningfully in the real world, and make connections between friends-of-friends. Our ultimate vision is to power everything you do in-person with your friends, eliminating the friction of bringing your most memorable experiences to life. You can read more about our mission in The Washington Post, The New York Times, The Wall Street Journal, The Atlantic, Wirecutter, and USA Today. Partiful was named Google's Best App of 2024, a Finalist for Apple’s App Store Awards, and Apple’s App of the Day (awarded 4x). In 2025, we were named one of TIME's 100 Most Influential Companies, one of Fast Company's Most Innovative Companies, and named to Inc. Magazine's Best in Business List.

Our company is backed by top-tier investors including Andreessen Horowitz and Google Ventures, and advised by the founders of some of the most successful consumer social products ever made.

The Role

As a Community Support Specialist, you’ll be the bridge between our users and our product team. You’ll troubleshoot issues, write crisp bug reports, and surface recurring pain points directly to the product team. You’ll also be the human behind Partiful - the person making sure our users feel heard, supported, and excited to use our product to power their most important moments.

In this role, you will:

• Own day-to-day user support across channels, with a high bar for speed, clarity, and kindness
• Resolve user questions and issues end-to-end — from simple how-tos to complex edge cases - and know when to escalation
• Develop deep product knowledge so you can diagnose problems quickly and guide users effectively
• Identify trends in support volume and user pain points, and proactively surface them to Product / Engineering
• Write and improve macros, help center articles, and internal documentation to scale support quality and reduce repeat issues
• Act as a strong voice of the user, advocating for fixes and improvements based on what you see in the real world
• Handle bug reports with rigor: reproduce, document steps clearly, and work with the team to close the loop
• Contribute to building an AI-native support function — using automation, tools, and AI workflows to streamline and improve support operations
• Help maintain a positive, community-first tone that’s inline with our brand voice

You're likely a good fit if:

• Have 2–5 years of experience in customer support, community support, or user-facing operations (bonus if at a consumer social app, ticketing platform, or events company)
• Are an excellent communicator - you can be warm, clear, and precise, even when users are frustrated
• Have strong judgment: you know when to move fast, when to slow down, and when to escalation
• Are extremely organized and can handle high volume without letting things slip
• Are a great problem solver - you enjoy diagnosing what’s really going on and getting to the root cause
• Have a bias for action and take ownership naturally (you don’t wait to be told what to do)
• Can spot patterns and think systematically about how to reduce support load over time
• Are tech-comfortable and excited to use AI tools to work faster and smarter
• Bonus: you have experience working with product/engineering teams and writing strong bug reports

What we offer:

• 401(k) with up to 6% matching
• Comprehensive health, dental, and vision insurance for you and all your dependents (FSAs and HSA plans available)
• Free OneMedical membership, telehealth, and virtual mental health services
• Commuter benefits & contributions towards ClassPass and Citibike memberships
• Unlimited vacation (minimum 3 weeks required)
• Quarterly stipend to plan your own party and dogfood the product
• Quarterly travel benefit & semiannual team off-sites
• Get invited to exclusive parties

The salary range for this role is $75,000-$95,000 plus equity; the specific offer package will be based on years of experience. Please note this is an in-person role with 3 days a week in person at our office in Brooklyn, New York.

We're an equal-opportunity employer and strongly encourage applicants from traditionally underrepresented backgrounds to apply. We're proud to be a diverse team, and actively work to bring new perspectives to the table.