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.
The Role

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.
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.

• Front-line experience. You've supported customers of a tech product or service. We're also open to non-traditional backgrounds such as retail or hospitality.
• Quality and speed in balance. You don't sacrifice one for the other.
• 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.