Responsibilities
- help keep customers happy
- build the automations and tooling that will let us scale without drowning in tickets
- surfacing patterns and customer pain points is a core part of this job, not a side task
- collaborate directly with your teammate on the same queue, sharing coverage and capacity
Requirements
- clears tickets efficiently and treats each one as a signal for what to fix or automate next
- Energized by making customers feel heard, knowing that reaching out to support was probably their last resort
- The kind of person who writes a template the second time you see an issue — and automates it the third time
- Comfortable making judgment calls: refund or not, escalate or resolve, spend an hour reproducing or send a helpful link
- Happy moving between async tickets, community conversations, and occasional calls with enterprise customers
- Comfortable working with developer tools. We use Kilo to build Kilo, so you’ll need to feel comfortable making PRs to our markdown-based handbook on GitHub
- Systems thinking: You don't just close tickets — you make sure we close them faster next time
- Customer focus: You're skilled at understanding user frustration and responding with clarity and care
- Clear writing: Fast, calm, human communication in English — no scripts, no fluff
- Good judgment: You know when to dig deep and when to move on
- Collaboration: You'll work tightly with engineering and product. Surfacing customer pain points clearly — with data — is part of the job
Nice to Have
- Experience supporting developer or AI tools, especially open-source or open-core products
- You've used Kilo or similar AI coding tools yourself
- Strong opinions on Pylon, HubSpot, Slack, Discord, Reddit — or war stories about them going wrong
- You've built automations or workflows that saved hours of manual work
- Coding ability: not required, but helpful for building integrations or understanding technical issues faster
Work Arrangement
Hybrid
Team
Structure: IC role
Additional Information
- language requirements: English
- You'll answer questions from developers with strong opinions about our product
- The product changes weekly. Your Monday template may be outdated by Friday.
- We thank people publicly, give feedback directly, and own our mistakes
