Partiful

Community Support Specialist

Partiful

full-time

Posted on:

Location Type: Hybrid

Location: New York City • New York • United States

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Salary

💰 $78,000 - $91,000 per year

About the role

  • Own day-to-day user support across channels, with a high bar for speed, clarity, and kindness
  • Resolve user questions and issues end-to-end - from simple how-tos to complex edge cases - and know when to escalate
  • Develop deep product knowledge so you can diagnose problems quickly and guide users effectively
  • Identify trends in support volume and user pain points, and proactively surface them to Product Engineering
  • Write and improve macros, help center articles, and internal documentation to scale support quality and reduce repeat issues
  • Act as a strong voice of the user, advocating for fixes and improvements based on what you see in the real world
  • Handle bug reports with rigor: reproduce, document steps clearly, and work with the team to close the loop
  • Contribute to building an AI-native support function - using automation, tools, and AI workflows to streamline and improve support operations
  • Help maintain a positive, community-first tone that’s inline with our brand voice

Requirements

  • Have 2–5 years of experience in customer support, community support, or user-facing operations (bonus if at a consumer social app)
  • Are an excellent communicator - you can be warm, clear, and precise, even when users are frustrated
  • Have strong judgment: you know when to move fast, when to slow down, and when to escalate
  • Are extremely organized and can handle high volume without letting things slip
  • Are a great problem solver - you enjoy diagnosing what’s *really* going on and getting to the root cause
  • Have a bias for action and take ownership naturally (you don’t wait to be told what to do)
  • Can spot patterns and think systematically about how to reduce support load over time
  • Are tech-comfortable and excited to use AI tools to work faster and smarter
  • Bonus: you have experience working with product/engineering teams and writing strong bug reports
Benefits
  • 401(k) with up to 6% matching
  • Comprehensive health, dental, and vision insurance for you and all your dependents (FSAs and HSA plans available)
  • Free OneMedical membership, telehealth, and virtual mental health services
  • Commuter benefits & contributions towards ClassPass and Citibike memberships
  • Unlimited vacation (minimum 3 weeks required)
  • Quarterly stipend to plan your own party and dogfood the product
  • Quarterly travel benefit & semiannual team off-sites
  • Get invited to exclusive parties 🎉

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer supportcommunity supportuser-facing operationsproblem solvingbug reportingdocumentation writingAI workflowsautomation
Soft skills
communicationjudgmentorganizationownershippattern recognitionsystematic thinkingempathy