Community & User Specialist

About Chronicle

Chronicle is building the future of storytelling. We are an AI-native presentation tool—think of us as the "Cursor for Slides." Backed by Accel ($7.5M seed) and recently voted #4 Product of the Year on Product Hunt, we are on a mission to fundamentally change how ideas are shared. We believe that storytelling trumps just numbers, and our platform is designed to make high-taste, impactful communication accessible.

We are a fast-moving, global team building a product in the same tier of craftsmanship as Notion, Figma, and Linear. We are looking for our first dedicated user support hire to join us on the ground floor. This is not a traditional ticket-closing role; this is the foundation for what will eventually become our Head of Customer Experience.

What You Will Do

As our first dedicated community and support hire, you will be the bridge between our users and our product team. Your core responsibilities will include:

Owning the User Experience: You will be the primary author of all user-facing support communications across email, Intercom, and community channels. You will ensure every user, especially our paid tier, receives a warm, clear, and actionable response in under 24 hours
Building the Feedback Engine: You will create and maintain a structured, single source of truth for all user questions, bug reports, and feature requests. You will synthesize this data to surface weekly themes directly to the founding team, actively shaping our product roadmap.
Driving Proactive Enablement: You will not just wait for tickets; you will proactively reach out to users who are underutilizing Chronicle. By creating guides, templates, and short walkthroughs, you will help users unlock the full value of the platform.
Scaling Through Automation: You will identify the most repeated queries and build scalable solutions → such as help docs, in-app tooltips, and automated responses to reduce friction and ticket volume over time.

Who You Are

We are looking for someone who thinks like a product manager but operates with the empathy of a customer success leader. The ideal archetype for this role possesses:

A Systems Mindset: You naturally organize chaos. You don't need to be asked twice to build a database or track a recurring issue; you spot gaps and build systems to fill them proactively.
PLG Intuition: You have 2 to 4 years of experience in customer support or success, ideally at a product-led growth (PLG) SaaS company. You understand the mechanics of self-serve products and how user friction impacts growth.
Analytical Empathy: You can look past a user's immediate frustration to identify the underlying product or UX gap, translating a simple bug report into a strategic insight for the engineering team.
Ambition to Build: You are excited by the prospect of starting in the trenches and proving yourself over the next 6 months, with the explicit goal of transitioning into a broader advocacy or leadership role as the company scales.

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About Chronicle

What You Will Do

As our first dedicated community and support hire, you will be the bridge between our users and our product team. Your core responsibilities will include:

Owning the User Experience: You will be the primary author of all user-facing support communications across email, Intercom, and community channels. You will ensure every user, especially our paid tier, receives a warm, clear, and actionable response in under 24 hours

Building the Feedback Engine: You will create and maintain a structured, single source of truth for all user questions, bug reports, and feature requests. You will synthesize this data to surface weekly themes directly to the founding team, actively shaping our product roadmap.

Driving Proactive Enablement: You will not just wait for tickets; you will proactively reach out to users who are underutilizing Chronicle. By creating guides, templates, and short walkthroughs, you will help users unlock the full value of the platform.

Scaling Through Automation: You will identify the most repeated queries and build scalable solutions → such as help docs, in-app tooltips, and automated responses to reduce friction and ticket volume over time.

Who You Are

We are looking for someone who thinks like a product manager but operates with the empathy of a customer success leader. The ideal archetype for this role possesses:

A Systems Mindset: You naturally organize chaos. You don't need to be asked twice to build a database or track a recurring issue; you spot gaps and build systems to fill them proactively.

PLG Intuition: You have 2 to 4 years of experience in customer support or success, ideally at a product-led growth (PLG) SaaS company. You understand the mechanics of self-serve products and how user friction impacts growth.

Analytical Empathy: You can look past a user's immediate frustration to identify the underlying product or UX gap, translating a simple bug report into a strategic insight for the engineering team.

Ambition to Build: You are excited by the prospect of starting in the trenches and proving yourself over the next 6 months, with the explicit goal of transitioning into a broader advocacy or leadership role as the company scales.