Customer Experience & Community Relations
featherlessai
Posted Sep 17, 2026
- Full-time
- Remote
- Go-to-market
Job description
## About Featherless
[](http://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 something the company can act on.
## What You'll Own Immediately
- **The live chat on the website.** First response, diagnosis, 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 the ones 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 the running picture of what users are asking for, tripping over and leaving over, and report it weekly to Growth and Product in a form that can actually be prioritized.
- **Handoffs with the BDRs.** Spot the accounts and conversations with growth opportunity and pass them over with context.
- **Making the next hundred answers cheaper.** Canned replies, help-centre articles, 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 reaching for 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, 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-centre content · a second language.
## Why Featherless
- Own the front line of a product people are genuinely enthusiastic about, at the point where it's growing fastest
- Direct line to Growth, Platform and Infra: what you hear on the front line changes what gets built
- Work at the centre of one of the fastest-growing open AI ecosystems, with the people actually building on it
- Be part of a small, high-performing team making open weight AI accessible to everyone
**AUD $85,000–$103,000**