Customer Support & Community Manager (AI Focus) at Featherless.ai

About Featherless

Featherless.ai is building the world's most reliable open-model inference platform — a serverless foundation for deploying and scaling AI without infrastructure overhead.

We raised a $20M Series A, co-led by AMD Ventures and Airbus Ventures, with participation from BMW i Ventures, Kickstart Ventures, Panache Ventures, and Wavemaker. We're a well-funded team of researchers and engineers on a mission to democratize AI through performance and accessibility.

Our cloud provides instant access to tens of thousands of open-source AI models and the research innovations powering next-generation efficiency, reliability, and model optimization.

About the Role

You'll own the front line: the live chat on our website, our Discord, and the support inbox — for two very different audiences: creators running character and alternative models, and developers shipping apps on our API.

This is a support role first. Around it sits keeping the community somewhere people want to be, and turning what you hear on the front line into actionable insights for the company.

What You'll Own Immediately

• The live chat on the website. First response, diagnosis, and resolution. You are the reason a user gets a real answer in minutes instead of days.

• Our Discord. Answer in public where the answer helps everyone, welcome new arrivals, keep threads from going cold, and make it a place people come back to.

• Announcements. Post model additions, changes, and incident updates to the community.

• Email. Work the support inbox to the same standard as the chat.

• Follow-through. Own issues until they're closed, including those waiting on engineering.

• Escalation. Route genuine platform and inference bugs to engineering and close the loop back to the user yourself.

• Voice of the customer. Keep a running picture of what users are asking for, tripping over, and leaving over, and report it weekly to Growth and Product in a prioritized format.

• Handoffs with the BDRs. Spot accounts and conversations with growth opportunities and pass them over with context.

• Making the next hundred answers cheaper. Develop canned replies, help-center articles, and AI-assisted drafting. Every question answered twice should be documented once.

What You Bring

• 1–3 years in technical support, community management, or developer relations. Adjacent and self-taught paths count fully.

• Genuine technical fluency with AI. You've run open models yourself — locally, on a GPU, or through an API. You can talk about Llama, Qwen, Mistral, DeepSeek, or SDXL without relying on marketing language, and you know what a quantization is and why it matters.

• Range across both our audiences. You can help a developer debug a malformed API request in the morning and talk sampler settings and model personality with a creator in the afternoon, and take both seriously.

• Excellent written English — concise, warm, and human. Most of this job is writing, often to someone who is frustrated.

• Self-direction. You work independently across timezones, without someone assigning you your day.

• You're an AI power user. You use AI tools to handle volume without letting quality slip, and you'll help us build that into how support works here.

Bonus: experience in a Discord-native or creator community, roleplay/character-AI or creative-AI communities, a public record of helping people (forums, GitHub issues, Discord, Stack Overflow), writing docs or help-center content, or a second language.