Product Support Associate (NYC)

Outset invented a better way to do research: AI-powered user interviews.

Global brands like Hubspot, Microsoft, Uber and Nestle use Outset to achieve deeper, qualitative insights about their users at unprecedented speed and scale.

The research industry is massive (>$140B and growing) and ripe for disruption. Incumbents are outdated, slow, and burdened by high-cost services. That's our opportunity.

Outset is backed by top Silicon Valley investors and raised a $30M Series B in December 2025—less than six months after our Series A—led by Radical Ventures with participation from M12 (Microsoft’s venture arm), 8VC, Y Combinator, and Adverb Ventures.

The raise follows a breakout year, with our business growing 8x as enterprise customers across industries adopt our category, AI‑moderated research, as the new standard for understanding people.

We’re a tight-knit team of 40 based in San Francisco’s Financial District, serving some of the world’s largest enterprises

We’re looking for a Product Support Associate who’s excited to help shape how our support function operates—combining curiosity, empathy, and innovative thinking to create a high-performing customer experience system from the ground up.

Note: This role is remote for now, but based in the NYC area. Once we open our NYC office, we anticipate a hybrid schedule (4 days/week onsite).

Qualifications

• Handle inbound product and account inquiries with speed, accuracy, and care.

• Build and iterate on our existing support processes—helping us optimize everything from ticket routing and prioritization to response templates and knowledge base content.

• Work closely with Product, Engineering, and Customer Success to escalate technical issues, gather feedback, and improve our customer experience.

• Become an expert on our product, evolving from troubleshooting customer questions to proactively identifying trends and insights that inform product improvements.

• Lead efforts to operationalize support tooling in Pylon (our support platform), including configuring automation rules, customer segmentation, and reporting dashboards.

• Lay the foundation for future team growth with the opportunity to step into a lead role and mentor new support hires as we expand globally.

Qualifications

• 3–6+ years of experience in customer-facing or operations roles—bonus if you’ve worked in SaaS, consulting, or startup environments.

• Strong communication and problem-solving skills; you thrive in fast-moving, ambiguous environments and enjoy finding structure in the unknown.

• Curiosity about AI-native tools and how technology can transform support at scale; dedication to experimentation and learning with AI.

• A self-starter mindset with the ability to work independently across time zones.

• (Nice to have) Familiarity with user research or research ops workflows, and/or hands-on experience implementing customer support systems.

Benefits

• Daily collaboration with founders, shaping the core product vision.

• Exposure to and collaboration with design and research leaders at top global brands.

• Competitive cash and equity compensation. Actual compensation packages are based on various factors unique to each candidate, including skill set, depth of experience, and certifications.

Outset is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, free from discrimination based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability, or any other protected class.