Customer Experience – Community Relations

This is a fully remote position, open to applicants in Australia.

📋 Description

• Take ownership of live chat on the website, including initial responses, issue diagnosis, and resolution.

• Oversee the Discord community by answering questions publicly, welcoming newcomers, and maintaining active discussions.

• Announce model updates, modifications, and incident reports.

• Manage the support inbox via email.

• Ensure issues are resolved completely, including those pending engineering support.

• Report platform and inference bugs to engineering and keep users informed.

• Monitor user requests, identify pain points, and recognize churn signals.

• Provide weekly reports to Growth and Product teams summarizing customer insights in a prioritizable format.

• Identify accounts and discussions with potential growth opportunities and pass them on to BDRs with relevant context.

• Develop canned responses, help center articles, and AI-assisted drafts to enhance support efficiency.

⛳️ Requirements

• 1–3 years of experience in technical support, community management, or developer relations.

• Self-taught or adjacent career paths are fully recognized.

• Strong technical fluency with AI technologies.

• Experience running open models locally, on a GPU, or through an API.

• Familiarity with Llama, Qwen, Mistral, DeepSeek, or SDXL.

• Knowledge of quantization and its significance.

• Ability to assist both developers with API debugging and creators with sampler settings and model personality.

• Exceptional written English skills.

• Capacity to work independently across different time zones.

• Experience utilizing AI tools to manage support volume while maintaining quality.

• Proficiency in a second language is an advantage.

• Experience in Discord-native or creator communities is a plus.

• Background in roleplay, character-AI, or creative-AI communities is advantageous.

• A public record of assisting individuals through forums, GitHub issues, Discord, or Stack Overflow is a bonus.

• Experience in writing documentation or help center content is a plus.

🏝️ Benefits

• Opportunity to work remotely.

• Direct access to the Growth, Platform, and Infrastructure teams.

• Chance to be at the heart of a rapidly expanding open AI ecosystem.

• Work within a small, high-performing team environment.