Product Operations & Support Associate (Weekend Coverage)

Latent•San Francisco, CA

About The Position

As a Product Operations & Support Associate, you will serve as a frontline member of our Customer Enablement team, delivering empathetic, efficient, and high-quality support to our users. This is a highly visible, fast-paced role ideal for a proactive problem-solver who can manage multiple priorities, navigate technical complexity, and ensure a seamless support experience. Schedule: Saturday–Wednesday, 8:00 AM–5:00 PM ET (weekend coverage included as part of the standard five-day workweek).

Requirements

2+ years of experience in a customer support or product operations role, ideally in a high-tech or fast-paced environment.
Exceptional empathy and a genuine desire to help customers succeed.
Strong problem-solving skills with the ability to navigate ambiguity and technical complexity.
Excellent organizational skills and the ability to manage multiple tasks simultaneously.
Clear and effective written and verbal communication skills, with the ability to explain complex concepts simply.

Responsibilities

Serve as the first point of contact for customer inquiries, delivering accurate, empathetic, and timely resolutions across technical and product-related issues (AI output quality, application access, authentication, error logs, etc.).
Manage multiple competing priorities while maintaining strong responsiveness, reliability, and accountability during support shifts.
Troubleshoot complex issues in partnership with cross-functional teams, escalating appropriately while ensuring a high-quality customer experience.
Develop and maintain deep knowledge of Latent’s products, features, and workflows.
Document customer interactions, issues, and feedback to support continuous product and process improvement (FAQs, knowledge base content, internal documentation).
Own tasks independently while contributing to team workflows and ongoing refinement of support operations.