Job Details

Tolan is an Embodied Companion - a cute AI alien you talk with naturally, like a friend. Tolans have their own personality and preferences, and over time form memories about you, your life, and your shared friendship.

We're an experienced team that previously founded Even, acquired for $300M in 2022. Tolan is backed by the designers and founders behind Instagram, Retro, Behance, Vimeo, and Notion.

Our team works hard, with an emphasis on autonomy and ownership. We're building together in-person in downtown SF.

We're hiring a Support Operations Specialist to be the human face of Tolan when users need us most. You'll be on the front lines every day - answering questions, solving problems, and making sure every person who opens the Tolan app walks away feeling heard and helped.

Why you should be interested

This is a chance to be genuinely close to the people using a product you believe in, and to have a real hand in making it better. The insights you surface will travel directly to the people building Tolan. If you care about users and love technology, there's no better seat in the company.

What you'll do

• Serve as the first point of contact for users - answering questions and troubleshooting issues with speed and care.
• Develop and maintain deep, expert-level knowledge of how the Tolan product works.
• Partner with technical teammates to investigate and resolve complex user issues that need an extra set of hands.
• Identify patterns in user feedback and translate them into clear, actionable product insights for the team.
• Spend ~80% of your time doing front-line support.

Who we're looking for

You might be coming from a support, customer success, or technical helpdesk background. We are also open to candidates without tech or corporate experience (retail, hospitality, and non-profit backgrounds may fit well). What matters most:

• Front-line experience. You've supported customers of a product / service and know what it takes to do it well.
• Quality and speed in balance. You don't sacrifice one for the other - you've learned how to deliver both.
• A true collaborator. You're comfortable working across teams to get to the bottom of a problem, and you know when to escalate.
• Empathetic writer. Your written communication makes people feel understood, not just answered.
• Genuine curiosity about technology. You care about how products work and how they can improve people's lives - not just for users, but for yourself.