Respond to incoming user escalations in a timely manner, triage, scope, and drive to resolution within agreed service levels
Communicate directly with users to solve their most painful problems — via email, Slack, and calls
Be accountable for timely and accurate resolution of all user issues, either directly or in partnership with Engineering and Product teams
Conduct thorough, data-driven root cause analyses of escalations, and work with partner teams to validate findings
Share findings, and insights with stakeholders through regular forums and reports
Build and maintain a library of known issues, solutions, and workarounds
Document recurring patterns so that institutional knowledge is captured — not just in someone's head
Create user-facing FAQs or troubleshooting guides where applicable
Challenge the status quo - identify how and where Duna needs to improve to better serve users
Propose and help implement automation where possible (e.g., auto-triage of incoming tickets, structured intake forms)
Help build the support team and process from the ground up
Support training and socialization efforts for process adoption across Duna
Understand and help influence the relevant product roadmaps that address the most frequent user escalations
Professional experience: At least 1 year in a client-facing or office-based role — you know how companies operate and are comfortable with standard tools (email, spreadsheets, presentations)
Self-driven: Takes initiative without needing close management. Sees what needs to be done and does it
Users-first mentality: Deep sense of user care. Naturally thinks about the user's experience. Communicates with empathy and clarity
Extreme ownership: Demonstrates ownership in solving user issues completely — doesn't drop the ball or wait for someone else to pick it up
Curiosity: Genuinely interested in learning how the product works; wants to understand the "why" behind issues, not just the symptoms
Clear communicator: Can write a concise ticket update, a user-facing status message, and an internal escalation — and knows the difference in tone between each
Familiarity with tools like Linear (or similar tracking tools) for ticket management and tracking
API literacy: Ability to read logs, understand request/response flows, and navigate an API-first product
SQL: Useful for querying Duna's data to investigate issues, pull report data, and verify policy behaviour
Experience with process improvement initiatives or leading multiple concurrent projects
Analytical rigor and the ability to use data to inform decisions
No specific educational background required. What matters is the mindset and the drive 🚀
A final note before you apply: please read through our website in detail. You'll find the fundamentals there: what we believe in, how we work, and why we're building this company.
We're a remote-first, fast-moving team of builders looking for exceptional people who love to create, build, and ship. Beyond passion and grit, we highly value curiosity, authenticity and kindness.
If this sounds like you, we'd love to hear from you!
PS. We are looking to hire passionate people from a variety of backgrounds. So even if you don't check all the boxes, we welcome your application!
Skills Required
- At least 1 year in a client-facing or office-based role
- Excellent communication skills
- Ability to take initiative and ownership of tasks
What We Do
Run your business onboarding like the world's best companies — without needing a 100+ people team. Duna is built for businesses where compliance matters. Enterprises like Plaid, Bol, Brand New Day Bank, and Moss use Duna to grow revenue, future-proof compliance, and reduce operating cost.
