Operations Associate

We are looking for an Operations Associate to 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 of customer 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 through Intercom chat, delivering friendly, clear, helpful support.
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.
Provide concise weekly insights on what users are struggling with and why.
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.
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.
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.
Ensure users understand how the product works and how to get value from it.
Build a predictable communication cadence — clear, consistent, and purposeful.
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.
Identify repetitive tasks, inefficiencies, or unclear processes — and propose simple, effective improvements.
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.

Who You Are

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

What Success Looks Like

Users understand the product more quickly and rely less on support.
Helpdesk documentation covers most common questions and reduces repetitive support tickets.
Support volume per user decreases while satisfaction remains high.
Product issues and recurring patterns are surfaced early with clear summaries and examples.
User communication feels consistent, timely, and genuinely helpful.
Internal processes become cleaner, faster, and easier to maintain.
The support and operations function scales smoothly as the company grows, without excessive hiring.

About the Product

The flagship product is a cross-platform AI-powered note-taking app available on iOS, Android, desktop, and web. It helps users capture and understand conversations, meetings, calls, and ideas with accurate transcription, AI-generated summaries, and fully searchable notes. Users can record audio, import files, or automatically transcribe phone calls — all securely stored in the cloud.

We are a small, fast-moving team focused on building a reliable product that helps people stay organized, remember more, and save time.