Product Support Specialist

Product Support Specialist

Tolan is an Embodied Companion a cute AI alien you talk with naturally, like a friend. Tolans have their own personality and preferences, and over time form memories about you, your life, and your shared friendship.

We're an experienced team that previously founded Even, acquired for $300M in 2022. Tolan is backed by the designers and founders behind Instagram, Retro, Behance, Vimeo, and Notion. Our team works hard, with an emphasis on autonomy and ownership. We're building together in-person in downtown SF.

The Role

We're hiring a Product Support Specialist, sitting on our User Operations team, to be the human face of Tolan when users need us most. You'll be on the front lines every day answering questions, solving problems, and making sure every person who opens the Tolan app walks away feeling heard and helped. We expect this role will evolve to match the needs of our scaling user base and company over time.

What You'll Do

• Serve as the first point of contact for users answering questions and troubleshooting issues with speed and care via email and chat.

• Support an active, engaged user community across public channels including Discord and Reddit.

• Develop and maintain deep, expert-level knowledge of how the Tolan product works.

• Partner with technical teammates to investigate and resolve complex user issues that need an extra set of hands.

• Identify patterns in user feedback and translate them into clear, actionable product insights for the team.

• Spend ~80% of your time doing front-line support.

Who We're Looking For

• Front-line experience. You've supported customers of a tech product or service. We're also open to non-traditional backgrounds such as retail or hospitality.

• Quality and speed in balance. You don't sacrifice one for the other.

• Bias toward action in ambiguous situations. When the path forward isn't obvious, you make a thoughtful call and move rather than waiting for perfect clarity.

• True collaborator. You're comfortable working across teams to get to the bottom of a problem, you know when to escalate, and you take ownership to get to a resolution.

• Empathetic writer. Your written communication makes people feel understood, not just answered.

• Genuine curiosity about technology. You care about how products work and how they can improve people's lives.