---
title: 'Product Support at Town.com, Inc.'
canonical: 'https://feeny.ai/job/product-support-town-com-inc-san-francisco-v0erhsqyngp7'
type: 'job'
last_seen: '2026-09-11'
---

# Product Support at Town.com, Inc.

- **Company:** Town.com, Inc.
- **Location:** San Francisco, CA
- **Employment:** full-time
- **Work type:** onsite
- **Posted:** 2026-08-12
- **Last confirmed live:** 2026-09-11
- **Apply:** https://jobs.ashbyhq.com/town/5b99b663-4c25-479b-96b9-449881069dd9

## Job description

## About Town

Town is AI that starts from who you are. We build a persistent model of your identity, your voice, your judgment, your relationships, and your priorities, and use it to do real work on your behalf across every tool where you operate: email, calendar, documents, Slack, and more. Town doesn't wait for you to prompt it. It observes, learns, and acts. The more you use it, the more it becomes an extension of you.

Town was founded by Jean-Denis Greze (CEO), former CTO of Plaid, and Tony Vincent (CPO), former Director of Applied AI Product at Google. We're a small, talent-dense team backed by Andreessen Horowitz, Forerunner Ventures, First Round Capital, and Conviction, with more than $73M raised to date.

## About the role

We’re growing our Product Support team here at Town. We’re looking for someone to own the experience users have when something about the product isn’t working for them - and to make sure that happens less and less over time. Town operates in the places people do their most important work, and supports users’ ways of working in highly varied and sophisticated ways. The support team at Town is AI-pilled, technical, and cares deeply about building trust and leading with kindness and empathy. This is a foundational, high-ownership role. You'll take the cases that need more than a help article, own the quality of our support end to end, and turn what you learn from every ticket into docs, tooling, and product feedback that make the whole system sharper. The bar isn't clearing a queue, it's that a user walks away trusting Town more than they did before they ran into the problem they surfaced.

## What you'll do

- Own inbound support end to end. You take pride in owning the queue, knowing that there’s a team of engineers and GTM folks who have your back and will help solve the problems getting surfaced.
- Take the hard cases. Dig past surface level on issues and bugs, understand billing and commercial issues, read logs and traces, and get to the bottom of novel, ambiguous problems, partnering with & escalating to engineers when you need to. You’re comfortable directly engaging with customers on a live meeting or phone call if needed.
- Make Town's own AI part of the support engine. Use Town to become a product expert. Leverage our internal tooling to investigate faster, and shape AI-assisted support flows so automated answers stay accurate, on-brand, and actually helpful.
- Turn tickets into fixes for everyone. Spot patterns, surface them to product and engineering, and drive down contact rates so the same issue doesn't come back.
- Build the support foundation. Write the docs, playbooks, and help content that let support scale past you — feel comfortable noticing and solving gaps and problems.
- Be the voice of the user. Bring customer pain points and wins directly back into the product roadmap and customer messaging, so what we ship reflects what users actually feel.
- Set the quality bar. Own response times, resolution quality, and represent the Town brand in every interaction.

You might thrive in this role if you…

- Have 2+ years in customer support or customer experience, ideally at a high-growth tech or SaaS company, handling complex or escalated issues.
- Write with real clarity and warmth — you get to the heart of the need, adapt your tone, stay crisp under pressure, and represent a brand well.
- Are comfortable in a technical environment: you read technical docs with ease, can reason about someone else's setup from a few clues, and can dig into logs, APIs, or integrations.
- Have genuine AI fluency — you use AI tools daily and are excited to build and improve AI-assisted support systems, not just talk about them.
- Take ownership without waiting for perfect information or direction: you find the work, run through the walls, and figure it out.
- Are organized enough to prioritize independently across a busy inbox and several ongoing projects at once.
- Get energy from working with people in person. We’re 5x per week in our office in SF

Location San Francisco, CA. Five days a week in person at our Financial District office.

## About Town.com, Inc.

## Company Overview
- **One-liner**: An applied AI company building a proactive, persistent AI assistant that learns how you work and acts on your behalf across email, calendar, docs, Slack, and CRM.
- **Entity Type**: Private (Series A)
- **Headquarters**: San Francisco, California, USA
- **Founded**: 2024
- **Founders**: Jean-Denis Greze (CEO, former CTO of Plaid) and Tony Vincent (CPO, former Director of Applied AI at Google)

## Core Business
- **Primary industries**: Artificial Intelligence, Enterprise Software, Productivity
- **Target customers**: B2B (SMB to mid-market teams looking to automate knowledge work)
- **Mission**: "Make it easy for anyone to create and use software in their everyday work." — Town careers page

## Products & Services
- **[Town AI]**: A SaaS assistant that builds a persistent model of a user’s voice, judgment, relationships, and priorities. It observes, learns, and acts without waiting for prompts — triaging inbox, managing schedules, running workflows, and generating drafts. Replaces general-purpose chatbots like ChatGPT and Claude for daily work.

## Market Standing
- **Valuation**: Not publicly disclosed
- **Key Metric**: Total funding of **$73M** (Seed $18M + Series A $55M) — some sources report $78.1M, likely including a smaller prior round or adjusted amount.
- **Notable Investors/Partners**: Series A led by **Andreessen Horowitz** with participation from **Forerunner Ventures**, **First Round Capital**, **Alt Capital**, and **Conviction**. Seed led by **First Round Capital**. Angel investors include Adam D’Angelo, Soleio Cuervo, and Immad Akhund.
- **Growth Signals**: Headcount grew **82.4% year-over-year** (LinkedIn, 2026). Currently **13–31 employees** depending on source. Early customers report replacing Claude, ChatGPT, and “OpenClaw” with Town because it “actually understands them.” The company was founded in 2024 and closed a $55M Series A in May 2026, signaling strong investor confidence.

## Competitive Advantages
- **Proactive persistence**: Town builds a model of the user’s preferences and takes action without explicit prompting — a deeper “memory” than chat-only AIs.
- **Deep tool integration**: Connects to email, calendar, Slack, CRM, and docs, acting across all of them.
- **Founder pedigree**: CEO scaled Plaid from $10M to $300M+ ARR; CPO co-founded a company acquired by Google and another by Dropbox.
- **Early traction**: Customers report preferring Town over leading competitors for daily work.

## Strategic Focus
- Aggressively building out the product and team in 2026 (5 open roles across engineering, product, design, business operations, and marketing).
- Scaling from early adopters to a broader SMB/mid-market audience.
- Continuing to iterate on the “persistent AI assistant” paradigm.

## Why Work Here
- **Culture**: “Action first. Chat second.” Principles include owning outcomes, making decisions with 70% information, and debating hard with ego aside.
- **Work environment**: Fully in‑person, five days a week in San Francisco’s Financial District. Early‑stage (one of first ~20 teammates) means high impact and ownership.
- **Compensation**: AI Product Engineer $225K–$300K, Staff Backend Engineer $250K–$300K, Business Operations $130K–$170K, Product Marketing $150K–$200K — all with competitive equity.
- **Benefits**: Fully covered medical, dental & vision; unlimited PTO; free daily lunch; commuter benefits; parental leave; 401(k).
- **Team**: Engineers and operators from Plaid, Apple, Facebook, Stripe, Lyft, Dropbox, CrowdStrike, HubSpot, Quora, and Asana.

## Sources
1. [town.com/careers](https://town.com/careers)  
2. [LinkedIn – Town](https://www.linkedin.com/company/town-com)  
3. [PrivCo – Town.com, Inc.](https://www.privco.com/company/town)  
4. [Tracxn – Town](https://tracxn.com/d/companies/town/__IJxZtewAmsdD7JiOf5kkZuPMNKxlPULw5YtJqhKYrtI)  
5. [Ashby Careers – Business Operations](https://jobs.ashbyhq.com/town/52ff57cf-4e1f-4244-8504-92a52ef0dd9c)

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