Customer Experience Lead
Updated on 5/23/2023
Experience Level
  • East Coast or Central time zone strongly preferred
  • Experience scaling and building a high performing customer support team
  • Analytical thinking and background in creating internal processes and tooling
  • Passion for technology, products, and Linear's mission. Experience working with technical or engineering user base
  • Experience troubleshooting technical issues, including APIs and integration setups (Github, etc.). Ability to reproduce bugs (Slack, Sentry, Zendesk, Figma, etc) in various environments (different browsers, Windows, Mac, Mobile, etc)
  • Excellent written communication and customer service skills. Able to present and give demos to enterprise-level customers in an engaging and effective way
  • A strong interest in developer community engagement
  • Product operations covers a wide range of responsibilities and scope. Your first mission will be to scale and organize our product support and community management programs
  • Design and implement processes that deliver a high-quality customer and product experience
  • Implement a metrics driven approach that helps us evaluate the success of our Product Support function and gives founders give insight into areas of improvement
  • Surface customer feedback and insights that help shape our product roadmap
  • Lead an in-house team of 3-4 senior Product Support team members
  • Define the mission and strategy for Product Support at Linear, focusing on highest impact areas
  • Scale our community and customer outreach programs, such as Slack and developer communities, technical demos, and early access releases
Desired Qualifications
  • A basic understanding of what web development is and how it works. You don't have to write code but familiarity with GitHub, APIs, Javascript, or SQL is a plus

11-50 employees

Software development & debugging tool
Company Overview
Linear is a company on a mission to bring back the magic of software by building tools for the next generation of high-impact companies and empowering the world's best product and engineering teams to do their best work and build products that feel magical again.
  • Work life balance
  • Competitive salary and equity
  • Employee-friendly equity terms (early and extended exercise in the US)
  • Work remotely, no commuting to the office
  • Health, dental and vision insurance (US)
  • 5 weeks paid vacation
  • Parental leave
  • M1 Macbook Pro, 5K display and accessories
  • Stipend to set up your home office
  • Latest productivity software
  • Paid lunch and coffee during work days
  • Paid co-working space/desk at an office
  • Regular team events and offsites
  • Quarterly hack weeks
  • 401(k) Plan (US)
Company Core Values
  • Clear, concise and engaging
  • Deeply cares about the quality of work, down to the last pixel
  • Able to take a bird's eye view and solve issues
  • A team player who loves to co-create
  • Passionate about building truly great software
  • A self-starter who gets things done.