Product Support Specialist

The Role

We're hiring a Product Support Specialist
, sitting on our User Operations team, to be the human face of Tolan when users need us most. You'll be on the front lines every day answering questions, solving problems, and making sure every person who opens the Tolan app walks away feeling heard and helped. We expect this role will evolve to match the needs of our scaling user base and company over time.

• Serve as the first point of contact for users — answering questions and troubleshooting issues with speed and care via email and chat.

• Support an active, engaged user community across public channels including Discord and Reddit.

• Develop and maintain deep, expert-level knowledge of how the Tolan product works.

• Partner with technical teammates to investigate and resolve complex user issues that need an extra set of hands.

• Identify patterns in user feedback and translate them into clear, actionable product insights for the team.

• Spend ~80% of your time doing front-line support.

• Front-line experience. You ve supported customers of a tech product or service. We re also open to non-traditional backgrounds such as retail or hospitality.

• Quality and speed in balance. You don t sacrifice one for the other.

• Bias toward action in ambiguous situations. When the path forward isn t obvious, you make a thoughtful call and move rather than waiting for perfect clarity.

• True collaborator. You re comfortable working across teams to get to the bottom of a problem, you know when to escalate, and you take ownership to get to a resolution.

• Empathetic writer. Your written communication makes people feel understood, not just answered.

• Genuine curiosity about technology. You care about how products work and how they can improve people s lives.