Technical Customer Support and Operations Specialist

At Wispr Flow, we're building voice intelligence that truly understands you. Our team of designers, AI researchers, and engineers is crafting voice interfaces that are both useful and ubiquitous, paving the way for a future where voice-first experiences replace screen-first technologies.

Our first product, Wispr Flow, has become the first consumer voice dictation platform to break the keyboard barrier: making people use voice more than their keyboards.

As the founding customer support and operations team member at Wispr Flow, you will be responsible for building, managing, and refining our customer support processes. Reporting directly to the Founding PM, you will own the end-to-end support user experience, from creating support workflows to interacting with users and synthesizing feedback. Your insights and leadership will shape how our customers perceive us and directly impact our product development and roadmap.

Our values

• High agency: Take initiative to solve problems that you see. We make decisions quickly, and disagree and commit to move forward as a team.
• Open communication: Lean into debate, discussion, and uncomfortable conversations. We maintain integrity and say the things that are hard to say because we trust one another and assume other people have good intentions.
• User obsessed: Design technology that makes people's experience more natural and seamless. We really care about building an exceptional user experience.
• Detail-focused: Exceptional outcomes come from exceptional attention to detail - down to every interaction and every pixel.

Job Responsibilities

• Define and own customer support process: Handle feedback, triage issues, coordinate with engineering teams, and close the loop with users
• Create and optimize support workflows aligned with existing processes
• Provide timely, professional responses to all customer inquiries consistent with our brand voice
• Develop deep product knowledge to effectively assist users and create documentation for self-service opportunities
• Collaborate with the product team to provide feedback and influence the product roadmap

A bit about us:

• We are a collection of international and multicultural nerds who love solving problems and passionately geek out to all kinds of topics
• We take our work, but not ourselves, seriously. We care deeply about our mission, we do our best to pursue excellence in our work, and we find a healthy balance between hustle and quality. And we each have active fitness and social hobbies outside of work
• We get shit done. We are constantly looking for ways to do our work well and more efficiently, communicating and making micro and macro improvements. We aim to uplevel our products and services to ensure we're meeting and exceeding the expectations of our brilliant customers

A bit about you:

• You have a fierce sense of intellectual curiosity and are audacious in your quest to diagnose and solve tough problems. You know when to solve things on your own and when to ask for help
• You get an adrenaline rush from efficiently solving as many support tickets as you can
• You balance empathy with resilience and resolve: You know how to talk to customers in ways that proactively guide them to the right answer while making them feel heard
• You have an operational mindset: you naturally find ways to do things more efficiently and help others do the same, and you build and make processes faster and better as you go
• You are a natural information archivist and architect: You know that written guides make complex procedures easier (bonus points if you appreciate the Checklist Manifesto!)
• You are an adaptable communicator: You can transition between speaking to a frustrated customer, a busy engineer, an aloof executive, and a super user (and anyone in between!)

Qualifications

• 4-5 years of experience in customer-facing or user-focused roles, ideally in startups (e.g. tech support, UI/UX, product design, IT, operations, etc)
• Knowledge of SaaS product development and roadmap building
• Experience managing complex, multi-faceted projects on-time and on-budget, led by ability to triage and ruthlessly prioritize tasks and outcomes
• Familiarity in ticketing platforms, CRMs, knowledge base software, and product development lifecycle software

We've raised $26M from top-tier VCs like NEA, 8VC, and Neo. Our angels and advisors include Chester Chipperfield (launched the first Apple Watch), Arash Ferdowsi (CTO, Dropbox), and Will Ahmed (CEO, Whoop). Our founders are Stanford alums and have previously sold a company and run a team at a deep tech startup with over 100M in funding.

We take care of our full-time employees: 

• Generous health, dental, and vision coverage

• Generous parental leave, unlimited PTO (we encourage taking days off!)

• Visa assistance

• 401k match

• Commuter benefits

• Relocation assistance

At Wispr, diversity is important to us.

At Wispr, we believe that true innovation starts with people from diverse backgrounds coming together, bridging ideas, and collaborating. Wispr is proud to be an Equal Employment Opportunity employer and is committed to providing an environment of mutual respect where employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation, and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law.