User Experience & Community Lead

PLEASE NOTE THIS IS A HYBRID POSITION, MUST BE ON SITE IF NEEDED.

Overview
We're looking for a User Experience & Community Lead to take ownership of our customer support and community engagement. This role will lead a small support team and work closely with product, engineering, and operations to ensure our users have a seamless, satisfying experience from onboarding to long-term retention. You’ll be the central point of contact for our user base—responding directly when needed, and designing scalable systems to support growth.

Key Responsibilities
- Lead day-to-day customer support operations across channels (email, chat, helpdesk tools).
- Manage and mentor a small support team, ensuring high-quality service and fast response times.
- Build and maintain strong user communities (e.g., WhatsApp, Discord, Reddit), fostering feedback and engagement.
- Organize and run structured beta programs and user testing initiatives with clear reporting.
- Coordinate with product and engineering teams to escalate and resolve recurring issues.
- Track key metrics around satisfaction, response time, and user retention to guide improvements.
- Design and improve internal workflows and knowledge systems to ensure consistent, scalable support quality as the team grows.
- Help shape self-service resources such as FAQs, help center content, and onboarding flows.

What You Bring
- 5+ years of experience in customer support, user operations, or community management.
- Proven experience managing or mentoring a small support or community team.
- Excellent communication skills with a user-first, empathetic mindset.
- Hands-on experience managing online communities and feedback channels (WhatsApp, Discord, FB Groups).
- Strong organizational and problem-solving abilities in a fast-paced environment.
- Familiarity with tools like Zendesk, Notion, or similar.

What We Offer
- A high-impact, high-ownership role at a growing consumer tech brand.
- Remote-friendly culture with flexible working hours.
- A mission-driven team that values initiative, transparency, and user empathy.

We’re a fast-growing consumer tech startup building smart hardware products that simplify and enhance everyday life. We
care deeply about user experience and believe great support is part of great product design.