Customer Experience Specialist at Granola

HEY! WE'RE TEAM GRANOLA 👋 If you haven't already, you should check out what we're building [Upgrade to PRO to see link] and why you should work here [Upgrade to PRO to see link] We're looking for a Customer Experience Specialist to join our London team full-time and help us raise the bar for support quality as we scale. This is a role for someone who is genuinely customer-obsessed, comfortable in a technical environment, and excited about building AI-powered systems that make great support possible at scale. You'll sit at the heart of our CX operation — handling the complex and sensitive tickets escalated from our team of Customer Experience contractors, owning the quality of our AI-assisted support workflows, and working closely with our CX and product teams to improve how we support users every day. This isn't a purely reactive support role: we want someone who is as comfortable shaping our tooling and AI flows as they are replying to a tricky customer email. IN THIS ROLE, YOU WILL: - Own escalated inbound tickets from our contractor CX team. These are the complex, sensitive, or process-heavy queries that need clear internal judgement, or cross-team coordination to resolve well - Handle a portion of inbound support directly, maintaining a high bar for quality and representing the Granola brand in every interaction - Manage our AI agent: own the day-to-day moderation, quality analysis, and continuous improvement of our AI-assisted support flows, ensuring automated responses are accurate, on-brand, and genuinely helpful - Build and iterate on AI workflows in collaboration with our CX and product teams, testing new approaches and documenting what works - Use our internal tooling effectively, including Plain, our internal agents and Cursor to investigate issues, identify patterns, and share insights with the wider team - Develop light technical investigation skills with AI-assisted tools like Cursor, enabling you to understand and communicate technical issues clearly even without a coding background - Spot trends and surface insights from support patterns to help the team prioritise product and process improvements - Improve our CX infrastructure: documentation, playbooks, tooling, and processes so the whole team operates at a higher level YOUR BACKGROUND LOOKS SOMETHING LIKE: - 2+ years in a customer support or customer experience role, ideally at a tech company - Demonstrable experience handling complex or escalated customer issues with good judgement and clear communication - Comfort working with support tooling and internal platforms - Familiarity and genuine curiosity about AI tools — you don't need to be technical, but you should be excited about developing at the forefront of AI workflows - Strong written communication skills — you can adapt your tone, be clear under pressure, and represent a brand well - Experience working cross-functionally, keeping multiple stakeholders informed and aligned on customer issues AS A PERSON, YOU... - Are genuinely curious about how customers use our product and what's getting in their way - Take ownership of problems without waiting for perfect information or direction — you figure it out - Have high standards for communication quality and customer experience, and it shows in your work - Are excited by AI as a practical tool, not just a concept — you want to be hands-on in building and improving these systems - Are reliable and personally organised, able to prioritise independently across a busy inbox and multiple ongoing projects - Value working with people who are kind, ambitious and pragmatic - Are eager to grow with the company as we scale — this role has significant room to develop in whatever direction you're strongest ABOUT THE OPPORTUNITY We are living in the most exciting time for tool builders since Engelbart's demo in 1968. We want to assemble the best crew to build this future together, here in London. Our compensation philosophy is to pay slightly above market on salary and above market on equity. LOCATION We are excited to work in-person from our office in London (most of the time). We have a new, bright and spacious office at Old Street. We are happy to offer relocation assistance to candidates who'll be moving to London to join us. Lastly, we think amazing talent comes from all kinds of life journeys and experiences. If what is written above speaks to you, whether you look like a fit on paper or not, please reach out.