Customer Experience Specialist (San Francisco)

Customer Experience Specialist (San Francisco) HEY! WE'RE TEAM GRANOLA 👋 If you haven't already, you should check out what we're building https://www.granola.ai/, and why you should work here https://www.granola.ai/jobs. Today, Granola is used at many of the world’s top and fastest-growing companies, including leading enterprises like DoorDash, Gusto, Salesforce. Designed and built in London, Granola now serves a predominantly US customer base. To support that growth, we’ve opened a San Francisco office as the hub for our North American go-to-market efforts. 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. IN THIS ROLE, YOU WILL: - 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 YOUR BACKGROUND LOOKS SOMETHING LIKE: - 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 AS A PERSON, YOU... - Are genuinely curious about how customers use our product and what's getting in their way - Take ownership of problems without waiting for perfect information or direction — you figure it out - Have high standards for communication quality and customer experience, and it shows in your work - Are excited by AI as a practical tool, not just a concept — you want to be hands-on in building and improving these systems - Are reliable and personally organised, able to prioritise independently across a busy inbox and multiple ongoing project ... (truncated, view full listing at source)