Member of Staff - Customer Empowerment

About Noon We are on a mission to reinvent how designers work in the AI era. We're backed by top investors including First Round, Chemistry, Homebrew, Scribble and senior leaders from OpenAI, Meta, Google, Ramp, Stripe and more. We're building the next-generation AI design tool for product teams. We're hiring a Member of Staff, Customer Empowerment to be the human front line of Noon. Our growth is product-led and community-led. Designers find us, try us, and tell each other. That means support is the product experience for a huge share of our users. You'll be the person who turns a confused first-time user into someone who tells their team about us, and who turns every hard ticket into a signal that makes the product better. This is not a call-center seat and not an account-management role. It's a founding support craft role: resolve fast, empower users to help themselves, and feed patterns straight into Product. You'll help define what world-class technical support looks like at Noon while the function is still being built. What You'll Do • Own the resolution. Take real user problems, from "how do I" to "this broke," and drive them to a genuine fix, not a deflecting reply. Resolution-first, every time. • Empower users to never need you twice. Write the knowledge-base articles, the in-product answers, and the canned-but-not-canned replies that let users solve the next one themselves. Deflection through quality, not through walls. • Master a deep, AI-native product. Noon is a real-time collaborative design canvas. You'll learn it cold (features, workflows, edge cases) so you can answer a designer's question as well as a teammate could. • Detect patterns and route them to Product. Spot when five tickets are really one bug or one missing feature. Cluster the noise, separate the near-misses from the real cluster, and hand Product a sharp, evidenced signal instead of an anecdote. • Read the human, not just the ticket. Gauge a user's emotional state and meet it. A frustrated user mid-deadline and a curious new user need different replies. Empathy under pressure is the job. • Build the support function as you go. This is zero-to-one. You'll help shape macros, escalation paths, the KB structure, and the way we measure ourselves, because there's no playbook handed down yet. • Be community-visible. Our support happens where designers can see it. The quality of your answers is part of how the world judges Noon. Must-Have Requirements • Customer-facing technical support experience in a SaaS or software product. You've owned the resolution of real product problems, not just routed or escalated them. • Genuine product comfort with complex, ideally AI-native software. You pick up a deep tool quickly and reason about how it works, rather than reciting scripts. You're the kind of person who actually explores the product. • Strong written and verbal communication in English. Clear, warm, precise. You can explain a technical workflow to a non-technical user without condescending or hand-waving. • Resolution-first instinct. You're driven to actually fix the user's problem, and you can tell the difference between a real answer and a plausible-sounding one. • Pattern recognition. You notice when separate tickets are the same underlying issue, and you can articulate it crisply enough for an engineer to act on. • Zero-to-one comfort. You're energized, not paralyzed, by ambiguity and missing process. You'll build the thing that doesn't exist yet. • Willingness to work US hours from our Bangalore office , alongside a founding support team. Nice to Have • Hands-on familiarity with AI-native builder/design tools (e.g. Locofy, Subframe, v0, or comparably complex products). • Experience writing knowledge-base or help-center content that measurably deflected tickets. • Exposure to PLG or community-led products, where support is public-facing and brand-shaping. • A track record of turning support insights into product changes. What You'll Own • The resolution quality and turnaround of the tickets you handle. • The knowledge-base and self-serve content that empowers users to solve their own problems. • The patterns you surface from the ticket stream into Product. • The support experience as users actually feel it, the thing they remember about Noon. What This Role Is Not • Not account management. No key accounts, no books of business, no QBRs, no renewals, no health scores. This is support, not success. • Not a scripted call-center role. You're solving real, novel product problems, not reading from a tree. • Not a routing desk. You own resolutions, you don't just pass tickets along.