Customer Support Associate
Customer Support Associate
About Littlebird
Littlebird is your AI-powered personal operating system. We capture context from your daily life -- meetings, messages, browsing, notes -- and use it to help you remember everything, prioritize your day, and solve real problems. Think of us as the AI assistant that actually knows you. Check out the recent TechCrunch news on our $11M seed funding and what users are saying about the product. We're growing fast, and we're entering a phase where gut instincts need to be backed by rigorous data. That's where you come in.The Role
We're seeking a Customer Support Associate to join our small, async-first team. You will play a foundational role in shaping how new users experience Littlebird, our personalized AI teammate. This is a high-impact position focused on execution; you'll be on the front lines, running a high volume of customer interactions to help users adopt and activate on the product. We're looking for someone who is passionate about creating an empowering user experience and values craft and ownership. This role is all about driving user success and learning from users. As one of the earliest human touchpoints for our customers, you will be instrumental in turning new sign-ups into activated, successful users, answering questions, and triaging issues with our team. If you love helping people, thrive in a high-volume environment, and want to make a tangible impact on user growth and retention, this is the perfect fit.What You'll Do
- Become a Product Expert: Develop a deep understanding of Littlebird's capabilities to confidently answer user questions and demonstrate powerful use cases.
- Champion the User: Systematically gather, synthesize, and relay user feedback and onboarding insights to the Product and Engineering teams to help shape the roadmap.
- Refine Onboarding Processes: Collaborate with Customer Success and Marketing to improve our onboarding flows, Help Center articles, and user-facing resources.
- Track Your Impact: Monitor key performance indicators for user activation and onboarding success, reporting on trends and the effectiveness of your efforts.
What We're Looking For
- Proven experience or prior internships in a high-volume, customer-facing or operational role (e.g., Customer Success, Support, Operations) within a SaaS or technology company.
- Experience with tools like Hubspot, Google Meet, Slack, and Discord for customer communication.
- Exceptional communication skills; you can clearly articulate complex concepts and are a natural at building rapport.
- A deep sense of empathy and a genuine desire to help users solve their problems.
- Strong organizational skills and the ability to manage a packed schedule of calls and follow-ups without sacrificing quality.
- A pragmatic and proactive approach to problem-solving.
- Familiarity with creating support documentation or video tutorials.
- Experience analyzing user onboarding funnels and metrics.
- A desire to learn, experiment, and contribute in a fast-paced startup environment.
Details
- Location: Remote (some overlap with US PST hours expected)
- Compensation: commensurate with experience. Equity included.
- Team: You'll be joining a small, high-caliber team across the world. Direct line to founders and engineering leadership.