User Operations Generalist — AI Support & Automation

United States Digital Space LLC; United States; Remote; USD 55,000 - 90,000; Full time

Job summary

United States Digital Space LLC is seeking a User Operations Generalist to own high-volume, multi-channel support and surface product insights as new features ship. You’ll handle inquiries across email, chat, Slack and community, triage issues, write Help Center articles, and build automations to scale support quality.

You will work cross-functionally with Product and Engineering to surface user insights, fix gaps, and improve workflows in a fast-moving startup environment.

Qualifications

• 3+ years in customer support, user operations, or technical support—ideally at a SaaS or tech company
• Proven ability to manage high ticket volumes while maintaining quality and empathy
• Excellent customer-facing communication: clear, professional, and adaptable to different audiences
• Technical aptitude: comfortable working through product issues, navigating technical questions independently
• Hands-on experience with AI tools and automation platforms to improve operations
• Familiarity with AI, LLMs, or search technologies
• Strong internal communication—keeps their immediate team informed and cross-functional partners updated
• Self-motivated and proactive: manages own priorities and delivers without direction
• Experience creating user-facing documentation (Help Center articles, FAQs, guides) and internal SOPs
• Experience with multi-channel support operations—not just working across channels, but helping stand up, optimize, or scale how support is structured and routed
• Comfortable in a fast-paced, high-volume startup environment with shifting priorities

Responsibilities

• Handle a high volume of user inquiries across channels with speed, accuracy, and empathy for both consumer and business users
• Deliver excellent customer support—clear, thoughtful, and human—even under pressure and at scale
• Triage and prioritize effectively to keep response and resolution times on target
• Use customer feedback and support interactions as a primary source for uncovering product issues, UX confusion, and feature gaps—especially as new products and features launch
• Investigate and troubleshoot product issues: reproduce problems, isolate root causes, provide users with solutions or workarounds, and document findings for Engineering
• Guide users through technical troubleshooting: AI search, LLM behavior, account configuration
• File well-documented bugs in Linear with enough context for Engineering to act immediately
• Leverage AI tooling and automation (Intercom, scripts) to streamline operations, reduce repetitive work, and scale support quality
• Write and maintain Help Center articles, internal SOPs, escalation playbooks, and troubleshooting guides
• Communicate cross-functionally—surface user insights to Product and Engineering, elevate issues, close the loop, and keep teammates informed
• Track support KPIs and propose data-driven process improvements

Skills

High volume support

Customer communication

Technical aptitude

AI tools

Multi-channel support

SaaS experience

Cross-functional collaboration

Tools

Intercom

Linear

Notion

Stripe

Job description

United States Digital Space LLC is seeking a User Operations Generalist to own high-volume, multi-channel support and surface product insights as new features ship. You’ll handle inquiries across email, chat, Slack and community, triage issues, write Help Center articles, and build automations to scale support quality.

You will work cross-functionally with Product and Engineering to surface user insights, fix gaps, and improve workflows in a fast-moving startup environment.