Product Specialist

Sela AI • San Francisco, CA

9d • $110,000 - $140,000 • Hybrid

About The Position

Sela is the market-leading AI voice agent for mortgage lenders. Founded in 2024, we've grown rapidly, and currently count 5 of the 10 largest independent mortgage banks in the U.S. as enterprise customers. Our mission is to make the cost of owning a home in the US approximately 1% cheaper. We've raised $21M across our Seed and Series A rounds, including a $15M Series A in June 2026. We are a team of 15 and plan to hire approximately 40 people over the next 12 months across engineering, product, and go-to-market. The next 12 months will be a period of significant growth and excitement.

Sela's AI voice agents engage in real conversations with real people on behalf of major mortgage lenders, handling around 600,000 calls daily. These agents are crucial to our customers' operations, and this role serves as the primary link between Sela and our clients. You will be involved in detailed analysis of call performance, proactive identification of performance anomalies, and the development of scalable systems for customer communication as the company expands. This is a hands-on, detail-oriented position that requires a genuine enthusiasm for deeply understanding a technical product. No prior experience in tech or AI is necessary.

Requirements

• Clear, effective, and polished communicator capable of delivering all types of news while maintaining customer trust.
• Highly detail-oriented with a deep understanding of the product.
• Good data intuition; comfortable analyzing datasets to understand performance.
• Strong willingness to learn and deeply understand a technical product.

Nice To Haves

• Experience in a customer-facing role (hospitality, support, account management, retail, or similar).
• Familiarity with dashboarding or BI tools.
• Experience in high-touch retail environments.

Responsibilities

• Reshape agents based on lender operations, including language, edge cases, and handoff protocols.
• Manage day-to-day customer communications, including answering questions, flagging issues, and providing updates.
• Troubleshoot customer requests by collaborating with engineering and product teams to find solutions.
• Build and maintain custom dashboards and reports for performance monitoring.
• Proactively monitor accounts to identify and address issues before they escalate.
• Develop systems to scale customer communication processes.

Benefits

• 110k - 140k base salary
• Equity
• Top-of-market medical, dental, and vision coverage for employees and dependents
• 401(k) with a top-of-market employer match
• Unlimited PTO
• Hybrid in-office schedule: four days a week in SF, with a flexible remote day on Wednesdays

What This Job Offers

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