Support Operations Specialist
About The Position
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.
Requirements
- 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.
Responsibilities
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
