Founding Customer Experience Lead, Granola
5 days a week in office (Old Street, London)
The AI notepad for people in back-to-back meetings
Open for applications
The AI notepad for people in back-to-back meetings
1-20 employees
Open for applications
5 days a week in office (Old Street, London)
1-20 employees
Company mission
Build tools that help humans think better
Role
Who you are
- 3-7 years of relevant customer support experience at tech and product-driven companies
- Track record of executing successful support strategies and driving user satisfaction
- Proficiency with support ticketing systems, analytics software, and knowledge base management tools
- Experience in content creation for support materials
- Familiarity with QA processes and tools
- Excellent written and verbal communication skills
- Willingness to work in-person from the London office (most of the time)
Desirable
- Experience with video production for support content
- Familiarity with scripting, web tools, APIs, and low-code builders
- Experience in building and scaling a customer support function from scratch
- Experience with QA in a software development environment
What the job involves
- Deliver outstanding technical and product support
- Develop and implement internal tooling, processes, policies, and documentation for a world-class technical support process
- Create and maintain a best-in-class help centre
- Proactively improve self-resolution options for users through in-app help, documentation, and prompts
- Monitor and track key metrics for customer support initiatives
- Drive increased credibility and trust through prompt issue resolution and exemplary stakeholder management
- Collaborate with product and engineering teams to provide input on the product roadmap and bug prioritization
- Identify, report, and track bugs through resolution
- Develop and execute test plans and test cases to ensure product quality
- Contribute to the development of automated testing processes
- Collaborate with developers to reproduce and diagnose issues
Salary benchmarks
Our take
Anyone who's tried coding in a modern code editor (an integrated development environment, or IDE) would balk at the idea of trying to use a basic text editor for coding. However, knowledge workers typically use a simple text editor for just about everything. Until now it's been difficult to do much about this, but large language models have recently advanced to the point where it should be possible for a tool to understand the context of any writing activity and anticipate the next steps for the user.
Granola, a London startup, is seeking to make this context-aware editor, building AI into text editing tools to augment the abilities of its users in the same way an IDE does for a coder. As something like VS Code crossed with Copilot, but for knowledge work, its solution will draw on the wider context of a workplace (not just the contents of the current document but also planned meetings, notes, emails and other information) to help with the task at hand.
The company is currently pre-product and is rounding out its founding team. With a second-time founding team (one of the founders' previous startups was acquired by Google) and plenty of support from investors who believe in the product direction (including Lightspeed Ventures, the co-founder of Instagram and former Facebook and Google talent), it will be exciting to see how Granola delivers on its vision over the coming months and years.
Steph
Company Specialist at Welcome to the Jungle
Insights
Some candidates hear
back within 2 weeks
15% female employees
Company
Funding (last 2 of 3 rounds)
Oct 2024
$20m
SERIES A
May 2024
$4.3m
EARLY VC
Total funding: $28.8m
Company benefits
- Ability to progress quickly - at an early stage start-up we can promote quickly based on good performance
- Grow a product / business from 0-1, with a strong influence on business decisions
- Flexible, parent-friendly culture - We default to in-person, but feel free to WFH when you need to
- A beautiful, light-filled office full of plants and good vibes in Second Home Spitalfields
- 🇪🇸 Casa Granola: use our team house sunny Majorca (yes, you read that right). It’s a space for offsites, going deep on a project with a small group, or just inviting friends/family for a holiday
- ❤️ Private health insurance: Free for you, subsidised for your family
- 🏖️ 25 days paid time off each year
Company HQ
Spitalfields, London, UK
Articles
Leadership
Christopher Pedregal
(Co-Founder & CEO)Has worked as a Product Lead and Product Manager for Google. Was previously founder & CEO of Socratic prior to its acquisition by Google.
Sam Stephenson
(Co-Founder)Ex Product designer and front-end developer. Designed consumer-facing products with Ideaflow, Carv, Swim Smooth, and others.
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