- You can look at forty scattered requests and say which five matter, and defend the call when someone disagrees.
- 2+ years in product operations, as an associate or junior product manager, or in customer success or support at a software company.
- You are genuinely curious about users. You ask the second and third question, not just the first.
- Fluent written and spoken English. Non negotiable, our customers are American.
- You write clearly and briefly. This is the core skill of the job. Everything a customer reads will be written by you.
- You are technically literate. You do not need to write code, but you should read an error message, understand what an API or a database is, and describe a bug precisely enough that an engineer can act on it without asking you three questions.
- You are organized without needing anyone to check on you.
- At least 4 hours of daily overlap with US Pacific time.
Product. What we build next.
- Own the weekly priority list. Ranked, with the reason behind each item. The founder approves it in 15 minutes on Monday.
- Turn scattered requests into decisions. What matters, what waits, what we never build.
- Write tickets clear enough that our engineers never ask a follow-up question.
- Keep our project board actually accurate. Today it is not.
- Test features when they ship and close the loop with whoever asked for it.
Discovery. Where the signal comes from.
- Run 3 to 5 customer calls a week. Record them, write the notes, find the pattern.
- Own Intercom. You are the first response to every customer message, every day. This is where most of the signal lives.
- Collect every request from every channel into one place.
Communication. Telling people what changed.
- Write and send release notes when we ship. Our users should never discover a feature by accident.
- Own downtime and incident communication. When something breaks, you tell people what happened and when it is fixed.
- Write and maintain our help docs.
- Update marketing copy and write blog pages as the product changes.
- Help us find users outside our current channel.
How you ramp. We are three people. You will be useful in week two, not month three.
- Week 1. You listen. Sit in every internal call, read every Intercom thread, ask a huge amount of questions. Being annoying with questions is the job.
- Week 2. You shadow the founder. You answer Intercom with him reviewing, and write your first release notes.
- Week 3 to 4. Intercom is yours. You run your first customer calls.
- Month 2. The weekly priority list is yours.
- Month 3 and on. Help docs, marketing and blog open up.
- 100% remote, permanently. We have never had an office.
- A small team where your work is visible immediately. No layers.
- Direct access to the founder and to real customers from day one.
- Real ownership of an area, not a piece of someone else's process.
Compensation
- USD $1,200 to $1,600 per month, based on experience.
How to apply
Send your application through Get on Board. In your cover letter, answer one question:
Tell us about a time you changed what a team was building because of something a customer told you. What did they say, and what did you do with it?
We read every one. Generic applications will not be read past the first line.
