Operations Associate

We are looking for anOperations Associateto work directly with the founder across a fast-growing AI-powered note-taking product and a broader portfolio of software projects. This role sits at the intersection ofcustomer support, documentation, user education, and internal operations, helping both the company and its users operate more smoothly as we scale.

If you’re organized, empathetic, a strong communicator, and naturally curious about how products work, you’ll excel here.

What You’ll Do

1. Customer Support & Insight Gathering
* Manage all incoming conversations throughIntercom chat, delivering friendly, clear, helpful support.
Manage all incoming conversations throughIntercom chat, delivering friendly, clear, helpful support.
* Identify patterns in user questions — recurring confusion points, bugs, UX gaps, missing features.
Identify patterns in user questions — recurring confusion points, bugs, UX gaps, missing features.
* Distinguish between isolated issues and trends that need product or engineering attention.
Distinguish between isolated issues and trends that need product or engineering attention.
* Provide concise weekly insights on what users are struggling with and why.
Provide concise weekly insights on what users are struggling with and why.
* Help shape internal support tools and workflows to reduce resolution time.
Help shape internal support tools and workflows to reduce resolution time.

2. Helpdesk Ownership & Documentation
* Fully own the public help center, including all user-facing articles and documentation.
Fully own the public help center, including all user-facing articles and documentation.
* Update, rewrite, and expand documentation to reflect new features and common support themes.
Update, rewrite, and expand documentation to reflect new features and common support themes.
* Organize content so users can easily find what they need and resolve issues independently.
Organize content so users can easily find what they need and resolve issues independently.
* Create short guides, macros, and saved responses to streamline support conversations.
Create short guides, macros, and saved responses to streamline support conversations.

3. User Education & Communication
* Draft and maintain helpful email communication to users: onboarding flows, feature explanations, tips, reminders, and best practices.
Draft and maintain helpful email communication to users: onboarding flows, feature explanations, tips, reminders, and best practices.
* Ensure users understandhow the product worksand how to get value from it.
Ensure users understandhow the product worksand how to get value from it.
* Build a predictable communication cadence — clear, consistent, and purposeful.
Build a predictable communication cadence — clear, consistent, and purposeful.
* Align email education with helpdesk content for a unified user experience.
Align email education with helpdesk content for a unified user experience.

4. Internal Tools & Process Improvement
* Document and maintain all internal support workflows and operational procedures.
Document and maintain all internal support workflows and operational procedures.
* Identify repetitive tasks, inefficiencies, or unclear processes — and propose simple, effective improvements.
Identify repetitive tasks, inefficiencies, or unclear processes — and propose simple, effective improvements.
* Help maintain internal systems that keep operations fast, reliable, and scalable.
Help maintain internal systems that keep operations fast, reliable, and scalable.
* Contribute ideas that reduce manual work and allow the team to handle more users with fewer resources.
Contribute ideas that reduce manual work and allow the team to handle more users with fewer resources.

Who You Are
* Astrong writerwith clear, simple, user-friendly communication skills.
Astrong writerwith clear, simple, user-friendly communication skills.
* Highlyorganized, detail-oriented, and comfortable managing many small tasks without dropping threads.
Highlyorganized, detail-oriented, and comfortable managing many small tasks without dropping threads.
* Patient, calm, empathetic, and good at explaining things clearly.
Patient, calm, empathetic, and good at explaining things clearly.
* Observant — able to spot patterns in user feedback and summarize them effectively.
Observant — able to spot patterns in user feedback and summarize them effectively.
* Versatile — comfortable switching between user-facing support and behind-the-scenes organization.
Versatile — comfortable switching between user-facing support and behind-the-scenes organization.
* Curious about how products work and how people use them.
Curious about how products work and how people use them.
* Experience with Intercom, helpdesk tools, or documentation is a plus but not required.
Experience with Intercom, helpdesk tools, or documentation is a plus but not required.

What Success Looks Like
* Users understand the product