Community / Product Support Lead

$80K - $120K // 0.25% - 0.50% // San Francisco or Remote

We’re looking for a Community / Product Support Lead to engage our community of 2M+ users, surface customer feedback and insights, respond to support requests and contribute to our help guides.

• Investigate and resolve inbound customer issues reported through all communication channels, including Intercom, Discord, Slack, and Twitter.

• Work closely with engineering team to ensure bugs are documented, reproduced and resolved quickly.

• Surface trends and insights from customer feedback to the team at large to inform product choices.

• Lead select strategic projects to improve the support experience, billing controls and general product operations.

• You are quick and scrappy. Product and Support move lightning fast at Anara—we typically respond to customer inquiries within hours, not days, and resolve most issues same day.

• Excellent communication and customer service skills. You can explain complex ideas clearly to people who don't have technical knowledge.

• Experience troubleshooting technical issues, including APIs and integration setups. Ability to reproduce bugs with Anara in various environments (different browsers, Windows, Mac, Mobile).

• You have worked in a high-growth, fast-paced environment (ideally another startup) and can drive things forward with relatively little oversight.

We’re based in San Francisco with members of the team distributed across the US and Europe.

If you're interested in moving to SF, we're more than happy to sponsor your visa. We'll work with an immigration attorney to make sure everything goes smoothly.

We offer premium healthcare (medical, dental, etc.), flexible working hours and office space with a beautiful view of the SF marina and Golden Gate bridge.

To apply, reach out with a couple of sentences about you and what you want to do for us starting next week.

Anara is AI for scientific advancement. We help researchers find, understand, organize and write scientific documents, together.

We started working on Anara 18 months ago. In that time:

• we’ve grown to 2M users spanning hundreds of major colleges and research-led companies,

• we reached $3M in yearly revenue and are fast approaching $4M,

• 200M+ people have seen our content across Instagram, TikTok and YouTube,

• and we raised $2.4M from YC and the founders of Github and Reddit.

Looking ahead, we’re expanding beyond summarization and writing assistance to address the broader challenges of information overload faced by academics and research teams.

We're a small, tight-knit team with huge ambitions. As a founding member of the team, you'll be instrumental in helping us scale revenue from $3M to $10M and then $10M to $100M+.

If you’re excited by the idea of being a part of that, definitely apply.