Community Support Specialist

The Role

As a Community Support Specialist, you’ll be the bridge between our users and our product team. You’ll troubleshoot issues, write crisp bug reports, and surface recurring pain points directly to the product team. You’ll also be the human behind Partiful - the person making sure our users feel heard, supported, and excited to use our product to power their most important moments.

In this role, you will:

Own day-to-day user support across channels, with a high bar for speed, clarity, and kindness

Resolve user questions and issues end-to-end — from simple how-tos to complex edge cases - and know when to escalate

Develop deep product knowledge so you can diagnose problems quickly and guide users effectively

Identify trends in support volume and user pain points, and proactively surface them to Product / Engineering

Write and improve macros, help center articles, and internal documentation to scale support quality and reduce repeat issues

Act as a strong voice of the user, advocating for fixes and improvements based on what you see in the real world

Handle bug reports with rigor: reproduce, document steps clearly, and work with the team to close the loop

Contribute to building an AI-native support function — using automation, tools, and AI workflows to streamline and improve support operations

Help maintain a positive, community-first tone that’s inline with our brand voice

You're likely a good fit if:

Have 2–5 years of experience in customer support, community support, or user-facing operations (bonus if at a consumer social app, ticketing platform, or events company)

Are an excellent communicator - you can be warm, clear, and precise, even when users are frustrated

Have strong judgment: you know when to move fast, when to slow down, and when to escalate

Are extremely organized and can handle high volume without letting things slip

Are a great problem solver - you enjoy diagnosing what’s really going on and getting to the root cause

Have a bias for action and take ownership naturally (you don’t wait to be told what to do)

Can spot patterns and think systematically about how to reduce support load over time

Are tech-comfortable and excited to use AI tools to work faster and smarter

Bonus: you have experience working with product/engineering teams and writing strong bug reports

What we offer:

401(k) with up to 6% matching

Comprehensive health, dental, and vision insurance for you and all your dependents (FSAs and HSA plans available)

Free OneMedical membership, telehealth, and virtual mental health services

Commuter benefits & contributions towards ClassPass and Citibike memberships

Unlimited vacation (minimum 3 weeks required)

Quarterly stipend to plan your own party and dogfood the product

Quarterly travel benefit & semiannual team off-sites

Get invited to exclusive parties 🎉

The salary range for this role is $75,000-$95,000 plus equity; the specific offer package will be based on years of experience. Please note this is an in-person role with 3 days a week in person at our office in Brooklyn, New York.