Customer Support & Operations Coordinator

Company Overview / Who We ArePurpose is an AI-powered personal growth mentoring app built to help people make better decisions, gain clarity, and live more fulfilling lives. Co-founded by Mark Manson, three-time #1 New York Times bestselling author and the multi-exit AI founder Raj Singh, Purpose brings thoughtful mentorship to people at a scale that was never previously possible. Since launching in Q4 2025, Purpose has grown quickly, growing to tens of thousands of users within months and supporting a global community.Most AI coaching apps are just a more expensive way of journaling. You talk, it validates, you feel heard, nothing changes. We are building something different. Purpose uses structured coaching frameworks, psychometric assessments, and a quest-based scaffolding system grounded in behavior change science to help people make real progress on the things that matter to them. We hold ourselves and our product to a high standard. We measure whether someone is getting better, not whether they opened the app today.This is not another chatbot. This is a team working to get it right.Position OverviewWe're hiring a Customer Support & Operations Coordinator to own our customer-facing experience end to end. People come to Purpose when they're trying to change something real, and when they write to us they're usually in the middle of it. Our job is to meet them there. Support here is human, grounded, and realistic.This is an execution role: you're in the ticket queue, talking to real people, learning the product and our voice. As you get settled and show you can operate at a high level, you'll take on more surfaces, more independence, and eventually a real hand in how this function gets built. You'll thrive here if you genuinely enjoy talking to customers, take pride in doing it well, and are curious about the operations work behind the scenes.You should also expect to flex. We're a small team, and some weeks you'll pick up projects outside the support queue — reporting, data cleanup, campaign QA, process work. That's one of the better parts of this role: it's real exposure to how operations runs at a growing company, and it builds a broader ops skill set that's hard to get this early in a career.Location: Remote (Global)Time Commitment: Full-time, with substantial overlap with US business hours — our response-time targets are measured in Pacific timeReports to: Head of OperationsKey ResponsibilitiesOwn the support queue. Resolve inbound tickets in Zendesk on account access, subscriptions, billing, and product questions — accurately, in our voice, same-day.Run our member community. Moderate and engage our Discord community. Keep it healthy, answer questions in public, surface what needs escalating.Respond to App Store and Google Play reviews. Including the unhappy ones, in a way that reflects well on the brand.Handle billing disputes. Draft and submit Stripe dispute evidence using our existing templates and tooling.Triage and route. Separate billing from product from technical, gather clean context, and escalate to Engineering or Product with enough detail to act on.Spot patterns and flag them. As you build product knowledge, help improve the macros, help-center content, and automations that cut down repeat tickets.Pitch in on ops projects. We're a small team. Some weeks you'll pick up work outside the support queue — reporting, data cleanup, campaign QA, whatever's needed.Required QualificationsEducation & Experience1–3 years in customer support, community management, or customer-facing operations — ideally at a consumer app, SaaS, or subscription businessNo degree required. We care what you can do, not where you studied.Demonstrated experience handling meaningful ticket volume — you can tell us your numbersTechnical SkillsProficiency with a helpdesk platform (Zendesk preferred; Intercom, Front, or Help Scout translate fine)Comfort with subscription billing mechanics — App Store, Google Play, and Stripe: refunds, chargebacks, plan changes, failed paymentsCommunity platform experience, ideally Discord (roles, moderation, channel management)Working comfort with spreadsheets, dashboards, and basic reportingFluent with AI tools as an accelerant — we expect you to use them well and know when not toSoft SkillsExceptional written English. You can be warm, clear, and brief in the same four-sentence reply, and you write the way people actually talk. This is the single most important qualification for this role.Judgment in gray areas. Refunds, exceptions, edge cases. You can hold a boundary kindly and know when to bend one.Composure in public. Answering a 1-star review or a frustrated community post without getting defensive is a skill, and you have it.Reliability. You do what you said you'd do, you flag blockers early, and nobody has to chase you for status.Resourcefulness. You can figure it out. When something's new, you dig before you escalate. And when you do ask, you come with what you've already tried.Volume tolerance. Hundreds of tickets a week doesn't rattle you, and you know how to triage when the backlog is deep. Plus - you’re setting up automations so you’re not answering the same questions more than five times.Preferred QualificationsExperience supporting a mobile-first consumer subscription appHistory of building support infrastructure — macros, triggers, help center articles, auto-tagging, AI agent tuningFamiliarity with Customer.io, PostHog, RevenueCat, or LinearGenuine interest in personal development, coaching, or wellness — you'll be talking to people who care a great deal about thisA habit of automating your own repetitive work without being askedCompensation & BenefitsCompetitive compensation based on experience and locationLearning and development stipendAdditional benefits vary by location and employment typeHow to ApplyWhen you get to "A few words about you," skip the cover letter — just cover these two things:What’s the most difficult "no" you’ve had to tell a customer? What did you say?The highest ticket volume you’ve personally handled in a week, and what tools you were using.We also highly recommend submitting a short video introduction. It’s unscripted and a phone camera is completely fine — we care about how you communicate, not production value. Candidates who include one get a closer look.We love AI and expect you to use it well on the job. This isn’t the moment for it → we want to hear you.