Product Support Lead

About Featurebase

We're building the AI customer support platform for product-led SaaS, helping modern teams like Lovable, Raycast, and n8n deliver great support across every channel. As one of the fastest-growing startups in this space, we're looking for a Product Support Lead to help us deliver an exceptional customer experience as we continue to ship and grow quickly.

This is a hands-on individual contributor role, not a people-management position. You'll become a true product expert, own our Help Center and product education, support customers, and build systems that make our support scale. You won't just answer questions - you'll improve our documentation, automate recurring support work, and help larger customers succeed.

Quick TL;DR about us:

• 100% remote - no office or commute
• Small team, currently based in the EU
• Async work with very few meetings
• Profitable, growing fast, and fully bootstrapped

What you'll do

• Own our Help Center - write documentation for new releases and keep existing articles accurate
• Become a Featurebase product expert - understand every part of the product and help customers get the most value from it
• Own customer support - handle customer questions across billing, setup, product usage, and simpler technical troubleshooting
• Make our support scale - close knowledge gaps for Fibi AI and use Workflows to automate routing, SLAs, escalations, and recurring tasks
• Help larger customers succeed - lead calls, recommend the right setup, and spot adoption or expansion opportunities
• Build and maintain our Academy - record clear product walkthroughs and on-demand demos
• Be the voice of the customer - surface recurring problems and opportunities to the founders, and keep our feedback boards organized

You'll use Featurebase for most of your daily tasks, including live chat, the Help Center, Fibi AI, and Workflows.

Who we're looking for

This role comes with a lot of autonomy as well as responsibility. We're looking for a manager of one who matches the following:

• Driven, highly curious, independent, and resourceful
• Excellent written and spoken English, with a talent for explaining complex products clearly and empathetically
• Experience helping customers succeed with a B2B SaaS product through support, education, or implementation
• Comfort troubleshooting SaaS products, integrations, APIs, and configuration issues, even if you are not a software engineer
• Comfort leading customer calls and recording on-camera product walkthroughs
• An instinct for repeatable fixes, important customer patterns, process improvements, and automation
• Preferably based in a European time zone to overlap with the rest of our team

Bonus points:

• Experience in early-stage, product-led growth environments
• Experience supporting a technical product or technical customer base

What we offer

We're a small, driven team, and we value our people. Here's what you can expect when you join Featurebase:

• Competitive salary
• Remote work
• 20 paid vacation days, 15 paid holidays, and unlimited sick leave
• Ownership and deep involvement in the product and founding team
• Flexible work hours with very few meetings
• MacBook and the latest productivity software

Process

The application consists of three stages:

1. Apply
2. Interview with the founders
3. A small, compensated practical task covering product documentation, customer support, and problem-solving

Join our team to help build Featurebase into the best AI customer support platform.

Interested in joining us?

Learn more and apply: https://www.featurebase.app/careers/product-support-lead

All applications are reviewed by our team.