Customer Experience Specialist (San Francisco)

Granola • San Francisco, CA

2d • Onsite

About The Position

We're looking for a Customer Experience Specialist to join our San Francisco team full-time and help us raise the bar for support quality as we scale. This is a role for someone who is genuinely customer-obsessed, comfortable in a technical environment, and excited about building AI-powered systems that make great support possible at scale.

You'll be among our first hires in San Francisco sitting at the heart of our CX operation — handling the complex and sensitive tickets escalated from our team of Customer Experience contractors, owning the quality of our AI-assisted support workflows, and working closely with our CX and product teams to improve how we support users every day. This isn't a purely reactive support role: we want someone who is as comfortable shaping our tooling and AI flows as they are replying to a tricky customer email.

Requirements

• 2+ years in a customer support or customer experience role, ideally at a tech company
• Demonstrable experience handling complex or escalated customer issues with good judgement and clear communication
• Comfort working with support tooling and internal platforms
• Familiarity and genuine curiosity about AI tools — you don't need to be technical, but you should be excited about developing at the forefront of AI workflows
• Strong written communication skills — you can adapt your tone, be clear under pressure, and represent a brand well
• Experience working cross-functionally, keeping multiple stakeholders informed and aligned on customer issues

Responsibilities

• Own escalated inbound tickets from our contractor CX team. These are the complex, sensitive, or process-heavy queries that need clear internal judgement, or cross-team coordination to resolve well
• Handle a portion of inbound support directly, maintaining a high bar for quality and representing the Granola brand in every interaction
• Manage our AI agent: own the day-to-day moderation, quality analysis, and continuous improvement of our AI-assisted support flows, ensuring automated responses are accurate, on-brand, and genuinely helpful
• Build and iterate on AI workflows in collaboration with our CX and product teams, testing new approaches and documenting what works
• Use our internal tooling effectively, including Plain, our internal agents and Cursor to investigate issues, identify patterns, and share insights with the wider team
• Develop light technical investigation skills with AI-assisted tools like Cursor, enabling you to understand and communicate technical issues clearly even without a coding background
• Spot trends and surface insights from support patterns to help the team prioritise product and process improvements
• Improve our CX infrastructure: documentation, playbooks, tooling, and processes so the whole team operates at a higher level

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed