Heard

Support Engineer

• Handle direct customer inquiries through various support channels while responding to complex technical issues escalated from bookkeeping, accounting, and tax support teams.
• Conduct live phone and video support sessions for customers requiring urgent help.
• Analyze, prioritize, and escalate bugs and feature requests to Product & Engineering teams with clear, actionable documentation.
• Collaborate directly with Engineering, Product teams, and integration partners to resolve customer-impacting issues.
• Act as the quality assurance authority for technical escalations and serve as the go-to resource for Customer Support and Enablement teams.
• Develop and maintain comprehensive internal and customer-facing technical documentation in partnership with Knowledge Management.
• Work hands-on with technical teams to troubleshoot and resolve complex customer issues and product bugs

Technical Support Specialist

Product Manager

• Define and drive product strategy, priorities, and success metrics for our core platform.
• Own and maintain a clear product roadmap aligned to customer needs and business goals.
• Partner with design, engineering, and other cross-functional teams to solve high-impact problems.
• Deeply understand our customers — their workflows, challenges, and goals — to guide decision-making.
• Use a blend of data and empathy to make informed decisions — balancing technical feasibility, customer value, and business impact.
• Foster a culture of customer empathy and excellence in everything we ship.
• Define success metrics and work cross-functionally to measure and continuously improve product performance.
• Contribute to building and evolving the product function at Heard.
• Help Heard scale by improving internal processes and leveraging technology (including AI) to reduce complexity as we grow.

Lead Product Manager

Growth Marketing

• Lead and execute our growth acquisition strategy, with a focus on paid search, paid social, and CRO
• Own and optimize in-platform Paid Search and Paid Social to hit ambitious targets, managing bids, budgets, audiences, and creative testing to drive qualified MQLs, improve MQL to SQL conversion, and optimize CPL and CAC.
• Own the acquisition budget and weekly pacing across channels.
• Develop and execute growth experimentation roadmap with weekly reporting of results to cross-functional leadership.
• Spearhead channel expansion experiments that broaden acquisition beyond paid search and social.
• Partner closely with Sales Leadership to align on lead flow and routing in HubSpot. Run weekly pipeline reviews with cross-functional leadership, explain trends and drivers, and agree on actions.
• Own acquisition reporting and forecasting.
• Maintain tracking and attribution hygiene across platforms. Own pixels, conversions API, UTM framework, lead source taxonomy, and QA for data quality and reporting accuracy.
• Write high-performing ad copy and develop clear creative briefs for design. Anticipate trends, spot opportunities early, and take decisive action to hit goals.

Senior Growth Marketing Manager

AI Engineer

• Rapidly prototype and ship AI-powered features that simplify and eliminate manual workflow
• Work closely with the Seattle based VP of Product to experiment, validate, and iterate on new user experiences
• Build scrappy demos in days, then harden the best ideas into production-ready features
• Apply state-of-the-art AI models (LLMs, embeddings, RAG, agents, etc.) to real-world product problems
• Design lightweight evaluation frameworks for prototype success (accuracy, speed, cost, usability)
• Help shape the culture and foundation of our AI usage at Heard

Applied AI Engineer

Product Marketing

• Refine and own Heard’s go-to-market vision and positioning across products and services.
• Lead product launches end-to-end: from messaging to multi-channel GTM campaigns to measurement and iteration.
• Act as a key influencer on the product roadmap by translating customer and market signals into prioritized opportunities with clear business cases.
• Conduct ICP and persona research and analysis: interviews, surveys, usage data, and win-loss to inform our GTM narrative and roadmap.
• Increase product adoption and drive upsell conversion through targeted campaigns.
• Oversee development of a results and data-driven product marketing content strategy, optimized for both Google search and LLM discovery, that blends emotional storytelling with high-impact assets to grow brand awareness and substantially increase MQLs.
• Oversee product marketing lifecycle strategy, continually optimizing impactful automated flows and campaigns that drive adoption, upsells, and long-term customer value.
• Partner with product, sales, and customer success to gather customer insights, shape messaging, and create assets that support every stage of the funnel.
• Define, track, and report on key metrics tied to awareness, adoption, conversion, and retention.

Technical Support Specialist

Lead Product Manager

Senior Growth Marketing Manager

Applied AI Engineer

Senior Product Marketing Manager